Tantis handles 2.5 million orders annually, ensuring up to 100% call pickup rate on its helpline.

The situation before implementing Thulium:

Before implementing Thulium, Tantis was using a PBX system that lacked advanced configuration and reporting capabilities, which became a limitation for the fast-growing online bookstore. Managing correspondence and customer service required greater involvement from developers, which hindered flexibility and the speed of project execution.

Main challenges prior to implementing Thulium:

• Difficulty managing a large number of tickets,
• Lack of advanced reporting features,
• The need to simplify customer service processes and automate tasks.

Tantis decided to implement the Thulium system to optimize its customer service processes and simplify the management of correspondence. The key elements of the implementation were the hotline and e-mail queues, which significantly improved the efficiency of the customer service team.

Solution: Tantis decided to implement Thulium to optimize its ticket management processes.

Benefits of Implementing Thulium:

Thanks to Thulium, Tantis significantly improved its customer service processes and enhanced efficiency in areas such as:

• Improved correspondence organization: Quick assignment of cases to the right specialists has reduced response times.
• Detailed reports:Thulium provides comprehensive reports that serve as the basis for making key operational decisions
• CRM integration: The smooth exchange of order and incident information optimizes internal processes.
• Categorizing tickets: This enables tracking of the most common issues and identifying recurring problems.
• Contact history: Additionally, by consolidating information and archival communication with customers in one place, the company can provide quicker and more accurate advice or assistance.