Case Study: Walter Surface Technologies improves call answer speed with net2phone

How net2phone improved Walter Surface Technology's ability to make data-driven decisions including scaling their team, gaining insights into call trends, and improving answer speed

Walter Surface Technologies, a global metalworking and safety solutions company with teams across North and South America, needed a better way to support remote and hybrid work while improving customer success performance. Their Customer Success team was fragmented, and they were struggling to meet their key KPI for call answer speed and lacked insight into call activity. net2phone’s cloud business phone solution was used to help them stay connected and gain better visibility into performance.

net2phone implemented a scalable communications setup with tailored call routing, onboarding support, call analytics and reporting, call recording, and caller ID features. As a result, Walter Surface Technologies improved service coverage, made data-driven changes to call flows, and increased call answer speed from 75 seconds to 30 seconds. With net2phone, the company also gained reliable remote connectivity and stronger customer service across different time zones.

Walter Surface Technologies

Jean-Sebastien Chicoine

Walter Surface Technologies