Case Study: Penta achieves seamless, scalable customer service with Freshworks (Freshcaller)

Penta Provides Seamless Customer Service, Using Freshcaller

Penta, a Berlin-based SME banking provider, needed a phone system that would scale with rapid European expansion and integrate with their existing customer communication stack. As a Freshdesk customer, Penta chose Freshworks’ phone solution, Freshcaller, to give its five agents an accessible, distributed way to handle 16,000+ minutes of calls per month and coordinate support across three countries.

Freshworks implemented Freshcaller integrated with Freshdesk, providing unified call and ticket views, call notes, multiple simultaneous lines, and detailed reporting on inbound calls, wait times and abandoned reasons. With Freshcaller, Penta’s customer relationship managers can monitor metrics (inbound calls/week, average waiting time, adoption rate), act quickly on call surges, reduce waiting times, improve agent coordination, and better manage capacity to boost customer satisfaction.

Penta

Jessica Holzbach

Co-Founder & CCO