FiberLink operates more efficiently, with 85% of inquiries resolved on the first contact

About the company:

Fiberlink is a leading telecommunications company in the Małopolska region, providing internet and multimedia services since 2005. With coverage spanning the Krakowski, Myślenicki, Wadowicki, Wielicki, Bocheński, and Proszowicki counties, the company has been part of the TOYA Group since 2018 and specializes in fiber-optic technology. It offers its services to businesses, institutions, and individual customers, promoting values such as innovation, customer service excellence, and a commitment to the development of local communities. Fiberlink was also honored with the Sukces Roku 2024 award during the XV Gala Osobowości i Sukcesy Roku 2024.

The situation before implementing Thulium:

Before implementing Thulium, Fiberlink primarily operated on shared email inboxes and a basic CMS tool that served as a ticketing system. The company also used a virtual PBX system. As the company grew, the limited capabilities of the solutions in use proved insufficient.

Main challenges prior to implementing Thulium:

The absence of an automated ticketing system for email communication,
Difficulty in setting priorities for handling tickets,
Lack of access to the full communication history with customers,
Inability to link related tickets,
The need to switch between various communication channels (phone, e-mail, chat, Messenger),
Lack of automation in the ticket handling processes,,
nability to assess the quality of service for email-based tickets,
Difficulty in task allocation among the team.

The primary goals for implementing Thulium were to consolidate all customer communication channels into a single platform and reduce the number of systems employees needed to use. We also aimed to optimize and streamline processes to accelerate customer service and improve work efficiency.

Solution: Fiberlink chose to implement Thulium to optimize its request handling processes.

The company decided to implement the Thulium solution because it met all the criteria on our checklist. Customers have noticed faster service, as well as the benefits of standardization, such as automatic responses confirming the creation of a ticket.

Anna Stefanik, Customer Service Manager at Fiberlink

Thulium implementation:

Fiberlink decided to implement Thulium as it met all of the company’s requirements regarding the integration of multiple communication channels, the introduction of automation, and more efficient management of tasks and consultant working hours.

The implementation process included:

Integration of all communication channels,
Replacement of the PBX phone system and the ticketing system,
Setting up automation within the ticketing system and the IVR tree for the call center,
Integration using the internal CRM system API.

The full implementation of Thulium took about a month, which was necessary to determine the required number of licenses within the system and the number of queues for the call center. We wanted to fine-tune all details to ensure the best system performance. In the following steps, we added new integrations, such as Facebook Messenger and internal CRM system integration, which proved to be intuitive and quick, thanks to the well-documented integration guidelines.

The implementation of Thulium enabled the integration of all communication channels in one place, which streamlined internal processes within the company, significantly accelerated customer service, and contributed to a reduction in labor costs. We gained better control over processes and the quality of customer service.

Anna Stefanik, Customer Service Manager at Fiberlink

Benefits of Implementing Thulium:

Dzięki integracji z Thulium, Fiberlink zyskał narzędzie, które pozwala w pełni zarządzać działem obsługi klienta. Co zmieniło się na lepsze?

Optimization of consultants' working hours: hanks to the integration with Thulium, the customer service department is evenly distributed with work.
Cost reduction: Quality control of consultants' work, optimization of their tasks, and access to key customer service indicators have freed up additional resources.
Contact history: Collecting all information and archived communication with clients in one place allows the company to respond faster and resolve customer issues more efficiently.
Better customer relationships: The company has been able to build stronger relationships by improving the quality and speed of communication with clients, utilizing advanced reports, missed call alerts, and automatic notifications when a customer submits a request.
Ticket categorization: This has enabled monitoring of the most frequent request topics and identifying the most common issues.
Integration of the proprietary CRM with Thulium: This reduced the number of tools that consultants need to use and positively impacted data management within the organization.

The speed and quality of customer service, achieved through the implementation of Thulium, contribute to a higher level of customer satisfaction, which also leads to increased loyalty and positive feedback.

Anna Stefanik, Customer Service Manager at Fiberlink

Results in numbers:

Fiberlink has significantly improved customer service quality and related processes, but the numbers are also impressive. Thanks to Thulium, a significant improvement in statistics for both the hotline and the ticketing system has been achieved.

The hotline has been launched and is now operating at an advanced level, with a call pickup rate of 90%. 2/3 of calls are handled within just 20 seconds from initiation.
The use of the IVR tree has enabled efficient management of agents, with only 15% of calls requiring transfer to another consultant.
As much as of requests are closed on the first contact, and 90% of them are resolved in less than 60 minutes.

The implementation of the Thulium also streamlined consultants' work and enhanced customer care, resulting in higher ratings and more enduring relationships with clients.

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