Astratex unified customer communication across channels, connected Daktela to its internal systems and gained better insight into team performance. As a result, it sped up reporting, simplified operators’ work and made everyday customer care more efficient.
Astratex needed to unify customer communication across channels and gradually bring customer care more under its own control. As the company grew, it became important for the team to avoid switching between different applications, have access to reliable data and effectively manage customer support performance across markets.
Daktela helped Astratex connect customer communication into one environment and integrate it with internal systems. Thanks to better use of data, clearer reporting and faster access to customer context, operators gained a simpler tool for their everyday work, while management received better insights for team performance management. As a result, reporting became 30% faster and calls were shortened by 20%.
“We have been using the platform for a long time, but the greatest benefit came from fully utilising its data and functionalities. As a result, we were able to speed up reporting by as much as 30%. I particularly value the unification of communication and the integrations with our systems. In practice, this means less switching between tools, faster access to context and simpler work for operators, which has reduced call times by a full 20%.”
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