Case Study: IESA cuts average handling time by 19% with Diabolocom

IESA cuts average handling time by 19% with Diabolocom

IESA, a digital solutions provider for the real estate sector and part of the Aareon Group, faced challenges with its outdated on-premise customer service system. The solution lacked reliable statistics and could not integrate with the company's core Oracle software, hindering visibility and continuous improvement. To achieve an agile and scalable system, IESA partnered with vendor Diabolocom.

Diabolocom implemented a cloud solution with five key modules, including an IVR, call recording, real-time dashboards, and native Oracle integration. The result was a 19% reduction in Average Handling Time and a 27% decrease in average waiting time. Diabolocom's solution also enabled IESA to efficiently manage 140,000 inbound calls per year and recover 78% more calls, laying the foundation for a more high-performing customer service operation.

IESA