• Fragmented Customer Data
• No Automation
• Higher Response Time
• Low Call Connect Rate
• Inefficient Performance Tracking
• Remote accessibility

Fragmented customer data, manual overheads, and ineffective tracking of the overall business operations were one of the major challenges SP Madrid faced in their calling process. They were looking out for a solution that could assist them with a unified view of all customer interactions as well as with a strong reporting and analytics feature.

They also wanted to incorporate automated dialing in the process to increase business productivity and profitability. Moreover, during CoVID, SP Madrid was looking to transition to a remote working setup, but they faced challenges with a secure network and low connectivity in the suburban areas.