Case Study: Homeday achieves a 360° view of the customer journey with babelforce

How Homeday obtained a 360° view of the customer journey with babelforce

Homeday, a fast-growing German real estate brokerage, faced challenges in scaling its customer support to meet increasing demand. Their process was inefficient, lacking an IVR and forcing agents to manually forward calls. They needed a flexible, user-friendly solution to provide a more personalized customer experience and gain better visibility into their operations, leading them to the vendor babelforce.

By implementing babelforce's no-code platform and its seamless integration with Zendesk, Homeday gained a 360-degree view of the customer journey. This enabled data-driven decisions, smarter call routing, and more efficient outbound campaigns. The solution provided measurable results, including the potential to reduce operational costs by 25% through data-informed decisions and saving 30-90 seconds per call with automated outbound dialing.

Homeday

Malgorzata Pietrzak

Senior Operations Manager