From in-house development to the professional expertise necessary to implement omnichannel solutions, Foehn has recently displayed not only its as-a-Service diversity but its ability to execute across a variety of industries and businesses sizes. I spoke to Head of Marketing at Foehn, Rafael Cortes, to run through some of the customer case studies across the portfolio.
Kiwi.com
Kiwi.com is an online travel agency that has exploded from a small startup to a global presence with over 1,500 employees. Kiwi.com's own mantra is connecting the unconnected, so you can imagine the importance of their communications and contact centre requirements.
Thomas Knox, Releases and Innovation Manager at Kiwi.com recognised that Kiwi.com cannot be an average call centre. With Foehn's CCaaS platform, Kiwi.com has enabled real-time analytics to provide management with immediate reporting to react in real time to spikes in call traffic and smart IVRs to direct customers to the right agent first time. With the addition of analytics, Kiwi.com can draw up data from the PureCloud contact centre to drive continual improvement across the rest of the business.
"The thing about Foehn is they could help us through this process. The support they provide was optimal for what we needed. Having someone there who can do that consistently over time is something that we really value".
Through the improved first call resolution rates and access to data they never had before, Kiwi.com has reduced average call handling times while growing both their customer base and employee base.
Foehn's support during implementation was highlighted as totally flexible. Thomas said:
"Even if it wasn't included in the main app, they were willing to develop it. That included reporting to wrap up codes. Our training went from a week to a day".
"In the end, we needed a partner to keep up with our growth as well as the innovative style we need to keep up as Kiwi. We needed a company with stability, but also the ability to make adjustments on the fly".
