Case Study: Simply Maid achieves a 35%+ reduction in missed calls with Freshworks' Freshcaller

How Freshcaller Slashed Missed Calls by More Than 35% for Simply Maid

Simply Maid is a Sydney-based home cleaning company that prioritizes customer satisfaction through its "customer happiness representatives." As the business rapidly scaled, their old PBX system couldn’t track agent availability or missed calls, leading to lost customer contact and coordination problems. Seeking a scalable phone solution, Simply Maid adopted Freshworks’ Freshcaller to address these issues.

Freshworks’ Freshcaller introduced intelligent call routing, browser-based answering tied to CRM lookup, a live dashboard for agent status, call analytics, and features like call recording and call barging for training. The implementation let the team follow up on missed calls, collaborate more effectively, and organize workflows—cutting missed calls by at least 35% and improving support and sales performance.

Simply Maid

Huy Hoang

Founder