Case Study: SumUp achieves 33% increase in agent productivity with Natterbox

Increased agent’s productivity by 33%

SumUp, the leading mobile point-of-sale company in Europe, needed to scale support from two countries to multiple markets within six months while managing multilingual global teams. They faced gaps in logging calls to their CRM, tracking key business metrics, and monitoring support across different languages, so SumUp turned to Natterbox and its Voice Intelligence solution (which integrates with Salesforce) to address these challenges.

Natterbox implemented a Salesforce-integrated telephony solution across all SumUp offices in days, delivering call capture (wrap-up codes), Relationship Based Routing for VIP prioritization, call recording for training and supervision, and reporting to compare team productivity. The Natterbox deployment enabled accurate call logging and reporting and boosted agent productivity by 33%, while improving monitoring, training and customer prioritization across SumUp’s global operations.

Sum Up