Zwolnieni z Teorii handles over 7,000 inquiries each month!
About the company:
The Zwolnieni z Teorii Foundation has been complementing the school education system since 2013 by providing a space for acquiring practical experience. The organization empowers young people to carry out their own social projects, helping them develop essential skills for the job market, such as project management, empathy, creativity, teamwork, and problem-solving.
The organization has been recognized with more than 20 awards, including Effie Awards, Forbes 30 Under 30 Europe, and MIT Technology Review Innovator of the Year Poland.
We organize the practical, nationwide Zwolnieni z Teorii Olympiad. We believe that education should go hand in hand with practice. Together, we are changing the face of education by combining learning with practice and helping young people become future leaders, ready for the challenges of the modern world.
Łukasz Drozdowski, Customer Support Manager, Zwolnieni z Teorii Foundation
The situation before implementing Thulium:
Before implementing the Thulium system, the Zwolnieni z Teorii Foundation used traditional email inboxes, chat, and physical phones. As the organization grew, the need for a modern tool that could handle the increasing traffic became evident. Key challenges faced by the Foundation included:
- Duplicate responses to messages,
- The need to constantly switch between different tools and applications,
- Lack of access to a complete contact history in one place,
- Increased response time,
- Lack of detailed statistics and reports,
- Insufficient infrastructure for coordinating multichannel communication and teamwork.
The goal of the Zwolnieni z Teorii Foundation was to build a professionally functioning support department that could quickly and effectively respond to user needs.
Solution: The Zwolnieni z Teorii Foundation decided to implement Thulium to improve user satisfaction with support and reduce response times.
Previously, the support team handled incoming calls via physical phones and managed multiple e-mail inboxes simultaneously. This led to issues such as repeated responses to messages.
Łukasz Drozdowski, Customer Support Manager, Zwolnieni z Teorii Foundation
Thulium implementation:
The Zwolnieni z Teorii Foundation decided to implement Thulium - a Contact Center tool for managing communication with users. This decision was primarily driven by the need to professionalize the support department and reduce response times for users.
The implementation process included:
- Integration of phones, email inboxes, and chat,
- Creation of an IVR tree,
- Automation of tasks and processes, significantly reducing response time to inquiries,
- Configuration of reporting to effectively monitor performance,
- Replacing traditional phones with a softphone integrated into the system, -Customizing the tool to meet the specific needs of the foundation and providing training on its usage.
In-depth analysis, meetings, and testing to ensure the tool was fully aligned with the organization’s needs took 1.5 months. ull implementation of Thulium took an additional month, during which the foundation received technical support, personalized training, and the opportunity to test the system. Ensuring Thulium was perfectly adapted to the client’s needs was crucial.
I truly appreciate the support from the Thulium team. Both the training sessions and their willingness to offer advice during the process design were key in tailoring the Thulium system to the needs of our organization. Our operation differs from a typical call center, but the Thulium team did an excellent job understanding our operations and helping us adapt the tool accordingly.
Łukasz Drozdowski, Customer Support Manager, Zwolnieni z Teorii Foundation
Benefits of Implementing Thulium:
Thanks to Thulium's integration, the Zwolnieni z Teorii Foundation gained an advanced tool for managing all communication channels in one place, with the ability to analyze individual elements of the support department's performance.
What changed for the better?
- Faster and more organized customer service process, leading to higher user satisfaction with the support received.
- Access to all communication channels in one place, allowing employees to save time by not switching between tools.
- Complete contact history - all collected information and archived communication from all communication channels in one place.
- Replacing physical phones with a softphone for each support team member, simplifying the process of receiving and making calls without having to redirect numbers frequently.
- The Campaign module allowed for more efficient calls to teachers, saving time and speeding up campaign execution.
- Access to reports and statistics enabled the monitoring and optimization of support team performance.
The customer service process has become faster and more organized. Support staff no longer waste time switching between different tabs or tools. Our users receive answers much faster than before. We now handle most incoming calls.
Łukasz Drozdowski, Customer Support Manager, Zwolnieni z Teorii Foundation
Results in Numbers:
The Zwolnieni z Teorii Foundation has significantly improved both the speed and efficiency of customer service, and more importantly, adapted the tool to perfectly meet its needs. The organization has also gained the ability to monitor performance in real time and analyze statistics. Let's take a look at the numbers:
- A 12% increase in response speed compared to the previous year,
- 91% of inquiries are resolved on the first contact, with an average response time of just 2 hours,
- 100% of calls directed to agents are answered by them,
- Nearly 90% of chats were handled, with 98% of customers providing positive feedback on their chat interactions,
- Over 7,000 inquiries handled monthly during the peak period.
We can now confidently say that implementing Thulium has significantly improved the efficiency of our support team. The team is responding 12% faster than last year and 14% more effectively.
Łukasz Drozdowski, Customer Support Manager, Zwolnieni z Teorii Foundation
The implementation of the Thulium tool has also had a positive impact on user satisfaction with the support services. Survey respondents reported receiving quick responses, with helpful and effective communication..
You can also optimize your team's efficiency. Learn more on Thulium.