Case Study: Družstevní závody Dražice improves customer communication speed by 50% with Daktela

Družstevní závody Dražice improved customer communication speed by 50 % with Daktela’s platform

Družstevní závody Dražice, a traditional Czech water heater manufacturer, faced challenges in managing its growing volume of customer inquiries across multiple channels. Their managers lacked clear data on team performance, and the customer service team had poor visibility into inquiry handling, leading to inefficient processes and an inconsistent customer experience. They turned to the vendor Daktela for a solution.

Daktela implemented an omnichannel platform to consolidate all communication into a single environment. This solution, featuring automated routing and performance tracking, helped Družstevní závody Dražice achieve a 50% faster first response, a 25% reduction in call wait times, and a 33% increase in handled calls without expanding their team. The company also saw measurable improvements in its customer satisfaction (CSAT) and Net Promoter Score (NPS).

Družstevní závody Dražice

Monika Fryčová

Head of Customer Service and Technical Control