Customer Case Study
Restaurant
Integrating: Setera OneCloud + Restaurant cloud CRM
Customer Overview
The Customer is a Restaurant Group, with high-end Restaurants in Barcelona and Madrid.
The Customer handles reservation centrally for all the restaurants.
The Customer uses a specialized Restaurant CRM to book reservations.
Requirement 1:
Two call Centers, one in Barcelona and one in Madrid
Key requirements included the ability to:
- Agent should be able to work from anywhere.
- Agent should be able to take calls either from the Barcelona’s queues or the Madrid’s queues
Setera's Solution:
Softphone to work from any place
ACD solution to effectively manage call distribution both in central and in restaurants.
Requirement 2:
Integration with Restaurant CRM
The customer required that Call Centers were integrated with Restaurant CRM. They needed a solution that:
- Opened the Restaurant reservation page corresponding to the called number
- Opened the calling customer file corresponding to the calling number
Setera's Solution:
Setera Spain developed an App to be installed in the agent PC to provide the information to the Restaurant CRM via a WebHook.
Requirement 3:
Versatile Interfaces with Setera OneCloud
It was essential for management to:
- Track agent call performance
- Track calls transferred to Restaurants
Setera's Solution:
Setera Spain Meridix provides and in-depth analysis of calls to allow Cal Center Supervisor to better serve customers and optimize resources.
Overview of Benefits with Setera OneCloud
Setera provides the Customer with the scalable and versatile Setera OneCloud platform, designed to meet their specific operational needs and deliver a range of impactful benefits. Through tailored integrations and intuitive interfaces, Setera ensures both flexibility and cost-efficiency, making it the ideal solution for modern operations.
Key Benefits Delivered by Setera OneCloud
- Softphone: Allows to operate Call Center from any place.
- Integration:
- Reporting: Better Customer Service and resource optimization.
Scalable and Cost-Efficient Solutions:
Setera's platform is designed to scale effortlessy alongside the customer's evolving needs.
Modular Add-Ons
additional features, such as group call handling, queue reporting and advanced analytics can be added seamlessy to enhance capabilities while optimising costs.
Improved Efficiency
faster call handling and an easy-to-use mobile app boost agent performance and improve customer satisfaction.
Future-Proof Infrastructure
the platform's adaptability ensures long-term reliability, supporting both current operations and future growth.
With Setera’s OneCloud, the Customer’s Operations Center achieves a powerful, scalable, and cost-effective communications solution tailored to their unique requirements, setting a strong foundation for operational success.
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