Case Study: Brumbrum unifies customer support channels and boosts customer experience with Freshworks' Freshdesk & Freshcaller

BrumBrum unifies its customer support channels with Freshdesk and Freshcaller

Brumbrum, a Milan-based direct online car dealer and startup, needed a cloud call-center that required minimal hardware, was readily scalable, easily configurable and had a user-friendly interface. After evaluating several options, Brumbrum chose Freshworks’ Freshcaller alongside Freshdesk to provide an integrated phone channel for their pre-sales and post-sales customer support.

Freshworks implemented Freshcaller integrated with Freshdesk to unify phone, email and chat into a single support platform; features such as analytics, call barging and real-time reports on incoming and abandoned calls let teams monitor queues and respond from one tool. This consolidation has enabled Brumbrum to collect all customer requests in Freshdesk, maintain service levels through better queue visibility, and improve overall customer experience and satisfaction.

Brumbrum

Matteo Barcella

Director of Operations