Case Study: Urban Massage achieves faster, more personal customer service with Natterbox

The on-demand wellness app with a mission

Urban Massage, an on-demand wellness app that books at-home massages and osteopathy, faced fragmented tools, no CRM integration and unreliable call connections that slowed agents and risked the personal touch. To address this it selected Salesforce for a single customer view and Natterbox’s Advanced Voice Services Platform for telephony.

Natterbox implemented an integrated telephony solution (CRM integration, smart call routing and in‑Salesforce call recording) so admins can run the contact centre from one platform. The result has been faster issue resolution, more efficient and less-stressed agents, reliable connections (including mobiles), full UK customer service adoption of the system and a scalable platform that improves customer and therapist experiences.

Urban Massage

Giles Williams

CTO and Co-Founder