Case Study: Cordon Group achieves 91% quality of service with Diabolocom

Cordon Group continues to exceed quality of service requirements with Diabolocom

The Cordon Group, a leading European electronics repair and refurbishment company, faced the challenge of meeting the high standards of service quality and operational performance demanded by its major clients. To manage its diverse and multilingual customer service requests across multiple channels, the company needed a flexible and user-friendly call center solution. They turned to vendor Diabolocom for its cloud-based contact center software.

By implementing Diabolocom's solution, the Cordon Group achieved seamless integration with its Microsoft Dynamics CRM and gained efficient omnichannel customer service tools, including automatic call distribution and predictive dialing. The results were highly measurable: the vendor's technology helped the company achieve a 91% quality of service rate and a 98% reachability rate for outgoing calls, significantly exceeding industry averages and supporting the handling of over 100,000 calls per year.

Cordon Group

Matthieu Pion

Head of Telephony