Norway is a well-known leader in the development of high-tech maritime, marine and petroleum industries. FrontCore has been serving training providers in these industries for almost two decades, thanks to its state-of-the-art course and training management solutions that help automate everyday tasks. But the company’s influence has long surpassed its Norwegian roots.
Today, FrontCore is trusted by several thousand providers worldwide, and about 4,779 training administrators use the system daily. With such numbers, FrontCore must remain committed to enhancing its product. And a big part of that is making smooth customer service processes and all external communication a priority.
One of FrontCore’s self-proclaimed distinguishing factors is a “dedication to innovation and customer success”. With this strong commitment to continually developing innovative solutions together with global training providers, FrontCore needed to address several issues as soon as possible.
Among the biggest challenges FrontCore faced was keeping track of closed cases and call statistics, and establishing an efficient system for dealing with missed calls if no operators were available to answer.
A significant problem FrontCore was facing with its previous software provider was the limited possibilities of creating a pleasant customer experience — specifically, a lack of options directing callers to the appropriate departments depending on the issue at hand.
Fully aware that clients come first, FrontCore recognized the need to streamline and simplify the caller's path to the appropriate department. The team decided to find a user-friendly phone system provider who would meet this and all other requirements, making daily tasks manageable and customer satisfaction a guarantee.
The key requirements for the new software were clear:
Thanks to our no-hassle implementation, CloudTalk was set up in minutes — automatically migrating all of FrontCore’s customer contact information, agent and user data, and call histories. The team was able to smoothly pick up where they left off, and CloudTalk’s feature list effortlessly checked all of FrontCore’s boxes.
In just 3 months, the FrontCore team has made 874 inbound and outbound client calls using 35 international numbers, having spent 3,180 minutes on inbound and outbound calls.
The FrontCore team now has a much better overview of all calls and statistics, which are the greatest tool in continual improvement. By trusting CloudTalk, FrontCore has increased its team’s efficiency, eliminated shortcomings in managing inbound calls and made the customer journey for their clients much more enjoyable. Simply put, the team has a smart and well-organized foundation of data to build on.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?