“Daktela has become our central hub for communications, ticketing, and CRM. It gave us real-time visibility, helped reduce admin time from hours to minutes, and empowered teams to collaborate across departments. With full ownership after just one year, we’ve transformed the way we serve customers – faster, smarter, and with greater impact.”
Staircraft, a UK-based manufacturer of innovative timber construction solutions, implemented Daktela to centralize communications across 132 users and 8 departments. Prior to Daktela, the company faced challenges due to disconnected tools like Outlook and legacy voice systems, making it difficult to maintain a unified view of customer interactions.
With Daktela’s omnichannel platform, Staircraft integrated voice, email, CRM, and ticketing, gaining real-time visibility, streamlined workflows, and SLA tracking. The intelligent ticketing system ensures each customer interaction is linked to a single record, enabling faster resolution, reduced duplication, and enhanced customer satisfaction. Managers now monitor performance and trends easily, while agents spend less time on admin and more on service delivery.
Through tailored onboarding and training, Staircraft quickly became self-sufficient, reconfiguring the system independently after just one year. Teams embraced the platform, fostering a supportive, customer-first culture. Results include better first-contact resolution, stronger interdepartmental collaboration, and secure Azure 2FA integration. Future plans include voicebot, knowledgebot, emailbot, and webchat trials to further boost engagement and automation.
