A missed opportunity is lost potential. Renters follows up on more than 60% of unanswered calls!
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About the Company:
Renters Sp. z o.o. has been operating since 2017 and specializes in short-term apartment rentals. The company offers comprehensive rental services tailored to both property owners and tenants, ensuring professional apartment management in popular tourist and urban locations. Its operations are based on modern technological solutions that enable automation of booking processes, rental calendar management, and synchronization with leading reservation platforms such as Airbnb, Booking.com, and Expedia.
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The situation before implementing Thulium:
Prior to implementing the Thulium system, Renters used a combination of a market-available call center solution, a CRM system, and email inboxes. However, the lack of an advanced customer service platform posed challenges, especially given the company’s scale of operations. The key issues faced by Renters included:
- Difficulties in building an IVR tree due to lack of necessary infrastructure,
- The need to switch between multiple tools,
- Lack of process automation,
- No complete customer interaction history in one place,
- Lack of detailed statistics and reports,
- Limited customization options and system consistency.
Renters aimed to streamline operations, expand IVR functionality, and improve customer service quality, supported by measurable data.
Solution: Renters chose to implement Thulium to optimize its customer service processes.
We had issues with our call center - IVR setup, reporting, and more. Thulium helped us solve most of these problems. We used to rely on several different tools, but with Thulium, everything is now in one place.
Grzegorz Paczwa, Renters Sp. z o.o.
Implementation of Thulium:
Renters chose to implement Thulium - a Contact Center solution for managing customer communications. The decision was driven primarily by the need to optimize customer service processes and improve performance monitoring for support agents.
The implementation process included:
- Integration of phone, email, and chat channels,
- Building a custom IVR tree tailored to the company’s needs,
- Launching a chatbot on the website,
- Automating tasks to reduce response time,
- Setting up reporting features for better performance tracking.
he full implementation of Thulium took approximately one month. During this period, Renters received technical support, personalized training, and access to system testing from Thulium.
Thanks to the support of Thulium’s team, the system launch and configuration went smoothly.
Grzegorz Paczwa, Renters Sp. z o.o.
Benefits of Implementing Thulium:
With the Thulium integration, Renters gained a modern tool for comprehensive and efficient customer service management - all in one platform. What improvements have they seen?
- Unified multichannel communication within a single system,
- Easy creation and editing of IVR trees, adaptable to changing needs,
- Complete interaction history, improving organization and service quality,
- Time saving through automation of repetitive tasks,
- Real-time performance tracking with detailed reports.
Customer service has been optimized. This allows us to implement new solutions with ease. We've seen a noticeable improvement in our team’s efficiency and a significant increase in customer satisfaction.
Grzegorz Paczwa, Renters Sp. z o.o.
Results in Numbers:
Renters has streamlined its customer service and agent workflows.
The most notable metrics include:
- 100% of incoming calls to agents are successfully answered,
- Over 60% of abandoned calls are returned the same day,
- 100% of inquiries are resolved during the first contact,
- Only 1% of calls require redirection to another agent. Thanks to the collaboration with Thulium, all customer interactions are now managed within a single system - saving agents time and improving efficiency.
The implementation of the Thulium significantly improved the efficiency of the consultants' work. It also had a positive impact on customer satisfaction with the service.
You can also optimize your team's efficiency. Learn more on Thulium.