Summary
Restimo replaced manual call forwarding with CloudTalk’s automated system, unifying support across markets. The team onboarded 6 agents, gained 2–3x more visibility, and expanded into Romania and Ukraine.
How Restimo Went From “Tablet Hell” to Seamless Support
Before CloudTalk, Restimo’s customer support ran through personal mobile phones and manual redirects. Today, the fast-growing restaurant tech startup uses CloudTalk to unify global communication, scale effortlessly across markets, and deliver a smooth, on-brand experience every time. Arek Bielecki, Restimo’s Co-founder and COO, walked us through how the team went from answering support calls on personal phones to building a structured, multi-market operation, with sales soon to follow.
About Restimo
Restimo is a Poland-based SaaS startup that simplifies food delivery operations for restaurants. Acting as a delivery app integrator, the company helps restaurants replace the chaos of multiple tablets and platforms, known internally as “tablet hell” with a single, automated system. Their goal? Let restaurant staff focus on food and customers, not screens.
Problem
In the early days, Restimo’s support line was Arek’s personal iPhone. He and his co-founder took turns handling calls, manually redirecting their phones each shift, including on weekends. There were no analytics, no call history, and no way to ensure consistency.
It was a nightmare. I had to go into iPhone settings and manually redirect calls to my co-founder every time he had a shift. And we had zero visibility; if I missed a call or he did, we didn’t know.
Beyond the operational chaos, the lack of structure also created a fragmented customer experience. With no voicemail, no routing rules, and no tracking, calls often fell through the cracks.
Evaluation
As the team grew and Restimo expanded across Europe, Arek knew they needed a professional voice solution. Based on his experience at Glovo, and seeing CloudTalk used by several other startups, he didn’t need much convincing.
I knew CloudTalk had the startup-friendly model we needed: pay-per-seat, great call quality, and strong references. We tested it, and it just worked.
Ease of implementation, the ability to start small, and the option to scale internationally with local numbers sealed the deal.
Solution
Today, Restimo’s six-person support team works in shifts using two CloudTalk accounts, with call flow logic and voicemail handling built in. They use CloudTalk’s Intercom integration to log missed calls, respond faster, and maintain a consistent customer record.
“We don’t miss calls anymore. If someone calls outside of business hours, they hear a personalized message and leave a voicemail. Everything shows up in Intercom, so we can respond quickly.”
Arek Bielecki, Co-founder at Restimo
Other key capabilities:
-
Call Flow Designer: Automatically routes calls to the right person based on schedules.
-
Mobile & Desktop Apps: Enables flexibility for remote support agents.
-
Local Numbers: Used to enter new markets like Romania and Ukraine.
-
Analytics & Reporting: Tracks performance across the team and helps ensure a consistent tone and experience.
Results
With CloudTalk, Restimo saw:
-
6 agents onboarded and now supported via structured shifts
-
2–3x improvement in support visibility and call handling
-
Expansion into 2 new markets using localized numbers
-
Manual call forwarding fully eliminated
-
Intercom integration enables fast follow-ups after missed calls
We save time every day. Instead of juggling settings and phones, we log in once and manage everything in one place.
Takeaway
Restimo is now exploring CloudTalk for outbound sales as it expands into new European markets. They’re also considering CloudTalk’s AI capabilities, including conversational intelligence, to better understand call sentiment and coach their team.
We’re exploring AI in other areas of our business, so I’m excited to see how CloudTalk’s voice AI can support us—especially in tough conversations or during off-hours.
CloudTalk didn’t just replace phones—it gave Restimo a scalable, efficient, and modern voice infrastructure.
We went from juggling personal phones and manual call forwarding to a unified platform that saves us time and delivers a much better customer experience.
