Case Study: SICOM Systems achieves 17x increase in first-call resolution with Talkdesk

SICOM Systems - Customer Case Study

SICOM, a restaurant-technology provider used by more than 25,000 restaurants worldwide, struggled with a legacy contact center that lacked basic enterprise features like IVR and robust reporting. That gap made it hard for agents to route callers, track trends, and onboard new hires quickly—contributing to a low 2% first-call resolution rate and friction as the company scaled through acquisitions. SICOM needed a cloud-native, Salesforce-friendly platform that was easy to use and could grow with the business.

SICOM selected Talkdesk for its real-time reporting, strong IVR, intuitive interface and deep Salesforce integration. With Talkdesk, callers are routed to the right agent, first-call resolution increased 17x, agent training time shrank (Talkdesk training is roughly 15 minutes of a two-day onboarding), and teams can work remotely without service disruption. The company is also building automated outbound calls tied to Salesforce to deliver time-sensitive messages to store managers.

SICOM Systems

Mike Zarzeka

SVP of Information Technology and Systems