Case Study: ITS Technologies quadruples sales and reduces agent stress with JustCall

ITS Technologies quadruples sales with JustCall and answers 80% of calls in 30 seconds

ITS Technologies, a UK-based solar equipment retailer with a globally distributed team, faced challenges with its previous phone system, CloudTalk, which suffered from constant downtime and dropped calls. The company needed a reliable solution from vendor JustCall that could handle high call volume and intelligently route a mix of sales and support inquiries. A key complication was the need to incorporate two separate holiday calendars—UK bank holidays and Jewish holidays—into a single call routing workflow, a requirement they were initially told was not possible.

JustCall implemented a nested workflow that checked incoming calls against both holiday schedules before routing them. The solution also utilized JustCall's AI voice agent, which was trained to handle common inquiries and defuse emotionally charged calls. This resulted in a quadrupling of sales, a sharp drop in downtime, and 80% of incoming calls being answered within 30 seconds. The AI agent freed live agents to focus on high-converting conversations, solidifying phone calls as the company's highest-converting channel.

ITS Technologies