Case Study: Groupon Italy achieves seamless Salesforce voice integration and boosted sales productivity with Natterbox

Intelligently integrating voice into Salesforce increases employee productivity

Groupon Italy, a market leader in internet commerce with over 400 employees, faced an unreliable VOIP and basic telecom system that couldn’t scale, integrate with Salesforce, or generate voice-based business intelligence. To support rapid growth, simplify internal administration, and capture all call activity for reporting, Groupon Italy engaged Natterbox and implemented the Natterbox Voice Anywhere hosted PBX with Salesforce integration and a Computer Telephony Integration (CTI) component.

Natterbox delivered a cloud PBX solution tailored to Groupon Italy’s needs, running over a logical internal network with no onsite hardware and a seamless switchover that incurred zero downtime. The Natterbox implementation fully integrated calls into Salesforce, standardized call logging, cut CRM call-logging from about 3 minutes to seconds, enabled monitoring of call volume and talk time, supported Italian dialing and cross-country integration, and delivered cost-effective unlimited VOIP—driving measurable increases in productivity and reporting capability.

Groupon

Tommaso Romagno

SER Salesforce