Case Study: Texecom reduces call waiting times with Natterbox

Texecom cuts call abandonment 35% with Natterbox

Texecom, a global provider of electronic security products, selected Salesforce as their CRM platform but needed a fully integrated phone system to replace spreadsheets and gain real-time call data visibility. They were receiving multiple customer complaints daily and sought a flexible solution from Natterbox to improve the customer experience.

Natterbox implemented its global business phone system, which is fully embedded within Salesforce. This provided Texecom with dynamic reporting and a complete view of their contact center, saving 15 hours per month in reporting time. The solution led to an 80% decrease in call waiting time and a 35% reduction in call abandonment. Customer complaints about waiting times dropped significantly from 2-3 per day to just one in a year.

Texecom