Case Study: doxo achieves omnichannel support efficiency with Aircall

Using Salesforce Omnichannel and Aircall to structure Support efficiency

doxo, a secure bill payment service, sought to create a true omnichannel support experience for its four-million users. They outgrew their old helpdesk system and needed a phone solution that could seamlessly integrate with their new Salesforce CRM, particularly one that could work with their unique Salesforce Person Accounts structure for their B2C customers. They chose Aircall for its powerful telephony and Salesforce integration.

Aircall’s Solution Engineering team implemented a customized workflow using Salesforce’s Process Builder to ensure incoming calls automatically generated the correct Person Accounts. This deep integration allowed doxo to centrally manage all customer communications—including voice, email, and chat—within Salesforce Omnichannel. The solution drastically improved agent efficiency by syncing call status and automatically routing inquiries. As a result, doxo easily handles roughly 8,000 voice tickets a month with a system that provides valuable analytics and has greatly increased their ability to manage growing support volume.

doxo

Jon Helin

Director of Support & Business Operations