"We initially engaged another service provider but they were not very responsive during pre-sales which made me lose confidence. I reached out to a Fonality rep who provided me with excellent pre-sales customer service and after performing due diligence, decided to go ahead with Fonality."
- Tedja Irsan, DIVVY COO
An International Support Team
When operating between both customers using DIVVY's park sharing space, and the owners or tenants of them, prompt customer service via call centre is an absolute priority. Furthermore, in order to provide better overall coverage, the company decided to turn its attention to international assistance: "We were establishing an offshore support centre and at that time looking for a VoIP service provider who can provide the technology that meet our requirements," said TJ. While operating call centres across nations and still maintaining the same level of quality across sounds challenging, with the right technological solution, the process can be simple.
Partnering with Fonality: An Easy Choice with a Simple Solution
In order to provide the required level of service, DIVVY needed a solution that covers multiple bases. Call-queuing, recording, monitoring and auditing as well as operating via the cloud were all boxes that needed to be ticked. On top of this, the technology needed to be easy to use and configure, as well as boast exceptional reliability, according to TJ. Fonality's VoIP business phone systems and call centre functionality fit the bill, making the decision for DIVVY an easy one. Yet it's not just Fonality's technical clout that stuck out, it's the personal touch that put them ahead of the competition.
"We initially engaged another service provider but they were not very responsive during pre-sales which made me lose confidence. I reached out to Fonality rep who provided me with excellent pre-sales customer service and after performing due diligence, decided to go ahead with Fonality," said TJ. "I think our Fonality account manager has done a great job and is always attentive and responsive to our needs and requests. This is a key reason why we can see DIVVY as partnering with Fonality, instead of seeing it as just a vendor."