Grath
The situation
Grath and Numito, two entities dedicated to delivering exceptional customer support via telephone, faced significant limitations with their existing communication platform, Aircall. The back-office management system was overly complex and clunky, making routine adjustments to their setup a time-consuming and frustrating task. Over time, these inefficiencies led to the platform being underutilised, impacting their ability to effectively manage their day-to-day operations.
This presented a critical challenge, particularly as both businesses needed to provide a seamless support experience for their customers, including extended support hours as part of their enhanced service offerings. Additionally, they operated across multiple business lines, entities, and jurisdictions, which required a flexible and integrated solution to unify their operations. The lack of a streamlined, adaptable system was becoming a barrier to delivering the high levels of customer service they aspired to provide.
Recognising these challenges, Grath and Numito sought a solution that could simplify their operations, enhance customer service, and support their growing needs, all within a single, efficient platform.
The result
Rydal Group introduced Grath to its managed IT services powered by the Curo platform, a solution designed to address their unique requirements. The implementation of Curo completely transformed their communication infrastructure, enabling seamless management of their operations and significantly improving the customer support experience.
Key outcomes included:
- Streamlined Operations: The intuitive Curo platform eliminated the complexities of their previous system, allowing Grath to easily make day-to-day adjustments without unnecessary hassle.
- Enhanced Customer Experience: With improved functionality, Grath could deliver their enhanced support hours seamlessly, ensuring customers were always connected to the right team, regardless of time zones or locations.
- Unified Management: The ability to manage multiple business lines, entities, and jurisdictions within one integrated solution simplified operations, saving time and reducing errors.
- Improved SLAs: Curo’s capabilities enabled them to consistently meet and exceed service level agreements, strengthening their reputation for reliability and quality service.
The transition to Rydal Group’s services not only addressed the inefficiencies of their previous system but also provided Grath with a scalable, future-proof solution. With better tools at their disposal, they can now focus on delivering enriched customer service and driving their business growth, confident in the knowledge that their communication infrastructure is robust, flexible, and fully supportive of their operational needs.
Why Choose Rydal Group?
Fast Installation
We guarantee full project implementation within 25 days.
Comprehensive Service
From initial consultation to installation, training, and ongoing management, we handle every detail.
