Case Study: Onepark achieves a 98% call answer rate and 30% fewer agent calls with Diabolocom

Onepark cuts agent calls 30% and hits 98% answer rate with Diabolocom

Onepark, a leading European online parking reservation platform, faced the challenge of scaling its customer service operations to support rapid international growth. They needed a scalable, multilingual call management solution to handle increasing volumes across multiple countries and integrate with their new Easiware CRM. To address this, they partnered with the vendor Diabolocom for its cloud telephony solution.

By implementing Diabolocom's platform, Onepark integrated its CRM and deployed an intelligent IVR system for call prequalification and language-based routing. This resulted in a 30% reduction in calls requiring an agent and allowed the company to maintain a 98% call answer rate. The solution provided by Diabolocom enhanced operational efficiency and enabled more personalized customer interactions through seamless CRM integration.

Onepark