Case Study: Cherwell achieves lower hold times and improved CSAT with Talkdesk

Cherwell - Customer Case Study

Cherwell, a global service management software provider, needed a unified, real-time view of its three contact centers after its previous vendor proved inflexible and lacked reporting, analytics and quick administrative controls — simple tasks like adding new phone numbers could take months, leaving the team without the data to make timely staffing and operational decisions.

Cherwell implemented Talkdesk for its easy administration, deep reporting and Slack integration, giving teams visibility into hold times and call volume and the ability to make changes in seconds. As a result they can add local numbers in minutes, identify trends, adjust staffing to reduce hold times, boost operational efficiency and improve customer satisfaction.

Cherwell

Bill Burch

Vice President of Customer Service