Customer story XXImo

XXImo’s Customer Success Team had been working with the Freshworks/Freshcaller platform for some time, but it no longer met their requirements in terms of phone accessibility and the efficiency of the IVRs (interactive voice response). In addition, working with customer service departments in Asia regularly resulted in delays in receiving answers and solutions.

As XXImo was already a customer of Sound of Data for the management of various customer service telephone numbers and associated IVRs, they approached us to help them find a more suitable alternative.

After an extensive inventory of XXImo’s needs and requirements, it quickly became clear that the 3CX telephony platform offered an excellent solution. We decided to implement this platform to meet their needs in terms of telephone accessibility and efficiency.

Prior to the implementation, we worked together to map out all of XXImo’s phone numbers: which numbers needed to be ported to the new platform and which could be terminated. In addition, all IVRs were redesigned and set up in the 3CX platform.

Sound of Data provided extensive on-site training so that the XXImo team quickly became familiar with the new platform.

Since the full implementation of 3CX in September 2023, XXImo has been working with the platform with great satisfaction. The system is integrated with Hubspot, which provides useful features such as caller ID and click-to-call.

Thanks to the 3CX app, employees can be easily reached outside the office, eliminating the need to switch to the contact center at those times. In addition, questions and changes no longer have to be a problem. Frederique Nauta adds: “When changes are made, such as in the IVRs, I simply send an email to Sound of Data and it is picked up almost immediately. I can easily add new users myself in 3CX. That works a lot better.”