Case Study: Look After My Bills achieves SLA compliance and faster response times with Freshworks (Freshcaller)

Look After My Bills Meets Their Slas With Improved Response Time

Look After My Bills, a London-based auto-switching energy service, faced rapid growth after a successful Dragons’ Den appearance and needed a scalable, easily configurable phone system for their ~20 customer service agents. After evaluating major telephony vendors, they chose Freshworks’ Freshcaller (and already-used Freshdesk) to provide a simple cloud-based solution with quick IVR changes and an easy setup that fit their budget.

Freshworks implemented Freshcaller with features like Call Notes, call recording, a unified Freshdesk/Freshcaller view, and a live service-level monitoring dashboard. As a result, Look After My Bills can set and measure SLAs, track individual agent metrics, reduce abandoned calls, response times and handling times, and improve team performance and customer satisfaction—allowing them to meet their service-level targets.

Look After My Bills

Zehra Hosni

Operations Analyst