Shomi

The challenge

Every agent at Shomi used their own separate phone number, and order confirmation calls and complaint calls were both dialed by hand. With no real system in place, managers had no way to check how agents were actually working.

What we built

One CloudCall number for the whole team, a dialer that handles order confirmation and complaint calls automatically, and live agent monitoring for managers.

The story

Before CloudCall, Shomi's agents were not on one system at all. Every agent had their own personal phone number, so there was no single business line for the brand, and a customer calling back often did not know whose number to try.

Confirming an order meant an agent manually dialing the customer's number by hand, one at a time, off a list. Complaint calls about orders worked the exact same way: someone typing a number into a phone and hoping it went well. Nothing was recorded and nothing was tracked.

Because the whole setup was manual, managers at Shomi had no real way to check how agents were performing. There was no record of who was calling, how many calls were being made, or how complaints were actually being handled.

CloudCall replaced all of that. Shomi now runs on one number for the whole team, with a dialer that handles order confirmation and complaint calls automatically instead of by hand. Managers can watch agents live, see every call, and finally know what is really happening day to day.