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FRIO Malaysia

FRIO Malaysia Expands Their Team With Omni Hotline

Faced with the limitation of scaling the team with just a single personal mobile number to answer customer inquiries, Omni Hotline provided FRIO Malaysia with the most effective solution.

Before Omni

The company struggled with these major pain points

  1. Unscalable Phone System A dedicated representative from the team had to pick up each call and direct the customer to call a different number to be connected to the right representative.
  2. Inefficient Customer Service Customer Service team unable to cater and provide immediate respond professionally to incoming customer calls with lack of the right tools.

After Omni

Omni came in with a whole suite of solutions

  1. Effective & Efficient Phone System The team now has the freedom to be on the move while staying in touch with customers and service providers. Clients are able to connect anytime, anywhere for a quick response and up-to-date reports on the movement of their cargo.
  2. After Office Hours Voicemail Customer inquiries coming after hours can be recorded, automatically transcribed into text, and sent via an email to the FRIO Malaysia team to follow up. This helps to avoid miscommunication and speed up resolution time for customer inquiries through a centralised communication channel.

In The End

Omni Hotline provided FRIO Malaysia with the most effective solution by providing a centralised and scalable phone communication system for their growing team to operate efficiently, especially when working remotely during the COVID-19 pandemic.

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