A leading company in the distribution of high-quality natural mineral water and sustainable home water solutions, both for households and businesses, has built its value proposition around two pillars: premium product and efficient service. Its model is based on offering an experience tailored to the specific needs of each customer, combining quality and operational agility.
A significant part of its daily operations is managed through the telephone channel, especially in the creation and repetition of orders.
Inbound
60%
of the incoming calls were managed by Ringr, optimizing the operational load of the team.
76%
satisfaction, measured through our Ringr Call Evaluator within the selected period.
The challenge
The growth of the telephone channel led the company to face a series of key operational needs:
Manage a high volume of calls to place, repeat, or modify orders.
Confirm the delivery address among the previously registered options in the system.
Identify calls related to incidents and transfer them to the human team for resolution.
Incorporate product suggestions during the order management.
The challenge was to optimize the telephone order management and scale the operation without losing service quality.
The solution
To respond to these needs, the company implemented Ringr, deploying a specialized inbound voice agent for order management.
This agent allows:
Create new orders or repeat previous ones based on the customer's history.
Confirm the delivery address among the addresses registered in the system.
Detect calls related to incidents and transfer them to the human team when necessary.
Incorporate product suggestions during the conversation naturally.
Inform about the status of orders or escalate the inquiry if necessary.
With this implementation, the company optimized the order flow and significantly improved operational efficiency.
