Enhance operations without overloading consultants by using Predictive Dialer to detect voicemail!

About the company:

Kancelaria Lebek has been operating since 2012, combining expert knowledge with a deep understanding of business. The firm provides comprehensive, transparent, and effective legal solutions that support Clients in achieving their goals. The core values of the firm are commitment, professionalism, and experience, which ensure that cooperation with the firm is both secure and efficient.

The situation before implementing Thulium:

Before implementing Thulium, Kancelaria Lebek relied mainly on Outlook for communication, which restricted access to client messages and limited both internal communication and information flow.

Main challenges prior to implementing Thulium:

Lack of an automated dialing system such as a Dialer.
No shared access to complete client communication history across departments.
The need to constantly switch between different communication channels (phone, e-mail, Messenger chat).
No automation of ticket handling processes.
No way to assess the quality of service provided via email.
Difficulty in effectively planning tasks within the team.
The need to shorten response times to client inquiries and messages.
No centralized client database.

Kancelaria Lebek was looking for a solution that would primarily replace Outlook and introduce automation for handling calls through a Dialer system.

Solution: Kancelaria Lebek chose to implement Thulium in order to optimize the entire customer service process.

Our key focus was on improving communication with clients, reducing response times, categorizing incoming messages by urgency, and introducing rules-based message handling.

Anna Mazur, Application Development Specialist

Thulium implementation:

Kancelaria Lebek selected the Thulium system because it precisely addressed their needs for integrating various communication channels, automating workflows, and improving task and time management for consultants.

The implementation process was divided into three phases:

Integration of all communication channels used by the firm and seamless flow of communication between departments.
Deployment of the Predictive Dialer.
Automation of the ticketing system and implementation of an IVR tree for the helpline.

The full implementation of Thulium took approximately 3 months. This period allowed for careful planning regarding the number of required system licenses and helpline queues. Before going live, Kancelaria Lebek aimed to ensure that all details were in place to provide the highest standard of client service.

I appreciate the intuitive tools, simple solutions, and mentorship support in Thulium. I can always rely on fast, substantive, and professional assistance.

Anna Mazur, Application Development Specialist

Benefits of Implementing Thulium:

Thanks to the integration with Thulium, Kancelaria Lebek gained a tool that allows full management of the customer service department.

What has improved?

The response time to customer messages has been shortened , allowing for quicker problem resolution, which increased customer satisfaction and built a positive company image.
Agents gained access to the full communication history with clients, which improved data flow between departments, eliminated informational chaos, and ensured consistency in customer service.
Categorizing tickets allowed for monitoring the most frequently occurring issues and identifying recurring problems (e.g., number of incoming/outgoing tickets, response times, statistical data).
Optimization of consultant working hours was introduced. Thanks to the integration with Thulium, the customer service department is now evenly distributed with work.
Collecting the full contact history and archived communication in one place allowed the company to respond faster and resolve customer issues more efficiently.
The quality and speed of customer contact improved, based on the use of advanced reports, missed call alerts, and automatic alerts for new customer tickets.

The customer service process now runs more smoothly. We respond to customer messages more quickly, and specific issues are immediately assigned to the appropriate team responsible for that area.

Anna Mazur, Application Development Specialist

Results / Future Plans:

Kancelaria Lebek has significantly improved customer service quality and processes, which is reflected in the numbers. Thanks to Thulium, significant improvements in ticket handling and call center statistics were achieved.

Over 80% of calls made by the Predictive Dialer were successfully answered by consultants.
Over 70% of calls are answered within 20 seconds of the customer waiting to speak with a consultant.
Nearly 90% of issues reported via email are resolved on the first contact with a consultant.
Thanks to the use of the Predictive Dialer, 43% of voicemail calls were automatically recognized, eliminating the need for consultants to be involved.
On average, clients wait just over 3 hours for an email response from the moment their case is registered.

In the long term, the firm observes a significant acceleration in order processing and a decrease in average response times. Therefore, the implementation of additional features in Thulium is planned.

The implementation of Thulium allowed Kancelaria Lebek to manage tickets more efficiently and improve customer service quality.

You can also optimize your team's efficiency. Learn more on Thulium>>