Case Study: Mantrac Group improves global customer service with Diabolocom and Salesforce integration

Mantrac Group transforms customer service with Diabolocom-Salesforce integration

Mantrac Group, a major global distributor of Caterpillar construction equipment, faced significant challenges in managing customer relationships across its international operations. The company struggled with unstable call quality and the inefficient sharing of customer information. To overcome this and provide excellent worldwide service, Mantrac partnered with Diabolocom to integrate its contact center solution with the company's existing Salesforce CRM.

By implementing Diabolocom's solution, Mantrac centralized customer data and provided its 300 agents across 10 countries with a single interface to manage calls and emails. This integration resolved the previous issues with call stability and disconnections, drastically improving call quality. Diabolocom also enabled seamless remote work during the COVID-19 pandemic and provided managers with powerful tools for real-time team supervision and performance analysis, significantly optimizing the company's global customer service.

Mantrac Group

Fidelma King

Group ISR Manager