Restimo is a Poland-based SaaS startup that helps restaurants escape “tablet hell” — the chaos of juggling multiple food delivery apps, devices, and platforms. When the company was just two people, customer support ran through the co-founder’s personal iPhone. As the team grew and expanded internationally, they needed a professional voice solution that could scale with them. With CloudTalk, Restimo onboarded 6 agents, expanded into Romania and Ukraine using local numbers, and eliminated manual call forwarding entirely.
About Restimo
Restimo simplifies food delivery operations for restaurants. Acting as a delivery app integrator, the company connects multiple platforms — different apps, systems, and devices — into a single tablet. Instead of managing separate menus and orders across five different screens, restaurant staff work from one place.
Restimo’s customers are restaurants, and restaurants are busy. A waiter or manager juggling a full service can’t sit down to type out a support ticket.
“They usually prefer to call us. They have a hundred things to do at the same time. They just want to call, get a quick answer, and move on.”
Arek Bielecki, Co-founder & COO, Restimo
That made voice the primary support channel from day one — which made getting it right non-negotiable.
Problem
When Your Support Line Is Your Personal iPhone
In Restimo’s early days, the support line was literally Arek’s personal iPhone. He and his co-founder swapped responsibility manually — going into phone settings to redirect calls whenever shifts changed, including on weekends.
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.
There was no voicemail, no routing logic, no call history. Calls fell through the cracks. And for customers who already preferred the phone over any other channel, that meant a lot of problems going unresolved.
Evaluation
The Moment It Became Obvious
Arek’s advice to any SMB founder still running support from a personal phone is direct: as soon as you have more than one person handling calls, it’s time to move.
I was receiving calls, but then when my co-founder had a shift I had to manually forward everything. It was just not scalable and not automated. If you have more than one person — that’s already the moment to switch.
The pricing case was easy too. Cloud solutions cost roughly the same as mobile — but come with IVR, voicemail, analytics, and international numbers included. The feature upgrade is essentially free.
Arek already knew CloudTalk from his time at Glovo, and had seen it 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.
Solution
From Personal Phones to a Structured Multi-Market Operation
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.
Key capabilities in use:
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Call Flow Designer: Automatically routes calls to the right person based on schedules.
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Mobile & Desktop Apps: Enables flexibility for remote support agents.
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Local Numbers: Used to enter new markets in Romania and Ukraine.
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Analytics & Reporting: Tracks missed calls, response rates, and team performance across shifts.
Results
Clarity, Coverage, and Room to Grow
The operational shift was immediate. Manual forwarding was gone. Missed calls became visible and trackable. The team could finally measure whether support was working.
We save time every day. Instead of juggling settings and phones, we log in once and manage everything in one place.
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6 agents onboarded and supported via structured shifts
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2–3x improvement in support visibility and call handling
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Expansion into 2 new markets using localized numbers
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Manual call forwarding fully eliminated
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Intercom integration enables fast follow-ups after missed calls
Takeaway
Restimo is now exploring CloudTalk for outbound sales as it expands into new European markets, and looking at CloudTalk’s AI voice capabilities for after-hours coverage.
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.
