Foundingbird Digitalises Its Customer Service With Omni
Foundingbird is a Malaysian digital company secretary, digitalising and automating mundane tasks which include signing documents, meeting with a company secretary, dealing with missing documents, doing paperwork, and more. However, they were faced with the problem of using only one mobile phone to communicate with customers with no dedicated business landline system in place.
The company struggled with these major pain points
- Unprofessional Mobile Numbers Foundingbird relied on using a limited, personal mobile number and shared mobile phone for customer service, which presented many challenges.
- Insufficient Communication System Foundingbird Customer Service team couldn't delegate incoming enquiries to other available representatives when the person in charge was unavailable. The team was limited to simple calls functionalities which were insufficient to cater to a growing customer base.
Omni came in with a whole suite of solutions
- Efficient Communication Omni Hotline's intelligent Call Routing feature allows calls to be redirected to available representatives and skipping those that are engaged or unavailable, resulting in reduced wait time as well as quicker turnover time to customer enquiries and problems solving.
- Flexible & Remote Calling System The flexibility of Omni Hotline helps to move the company's way of work from physical to remote when the Movement Control Order took effect. Omni Hotline has powered Foundingbird in providing reliable customer experience at scale even when teams are forced to work remotely.
In The End
With Omni Hotline, Foundingbird is now able to quickly set-up an affordable and easy-to-install phone system, routing customer inquiries and requests correctly. Omni Hotline has powered Foundingbird in providing reliable customer experience at scale even when teams are forced to work remotely. This move is in line with Foundingbird’s goal of helping Malaysians in digitalisation, enhancing their mission in simplifying the processes of starting, running, and governing Malaysian companies.