Case Study: Coursier.fr improves customer service and call handling with Ringover

The platform's features ensure that we can provide high levels of customer service

Coursier.fr, a last-mile delivery company founded in 1997, needed a better way to manage a high volume of inbound phone calls and maintain strong customer service, especially during peak activity, outside office hours, and when staff were on the move. They chose Ringover’s cloud telephony platform to improve responsiveness and give their teams more autonomy in handling customer calls.

With Ringover, Coursier.fr set up multiple phone lines, an IVR, time-based call routing, mobile forwarding, and real-time call monitoring. The solution helped them manage over 800 incoming calls per day with an average pick-up time of 30 seconds and a 95% service level, while managers gained better visibility, could coach teams live, and adapt faster during call overflows.

Coursier.fr

Elise Landais

Customer Service Manager