Lello, one of the largest condominium administrators in Brazil, has always sought innovation to improve its services. However, before migrating to cloud telephony with C&M, the company faced significant challenges in communicating with its customers. The old PBX system did not offer effective metrics for monitoring and improvements, resulting in operational inefficiencies and high call abandonment rates.
The move to GoTo cloud telephony, marketed by C&M, brought about an immediate transformation. Initially implemented in a service cell with 20 employees, the solution quickly demonstrated its effectiveness, leading Lello to expand its adoption to the entire operation.
Results and impact
The platform provided fluid integration between communication channels, allowing for greater agility in service. In addition, real-time visibility of calls and agent performance enabled strategic adjustments to optimize customer support. As a result, Lello managed to reduce the call abandonment rate by 21%.
This improvement was driven by detailed analysis of the reports provided by the solution, allowing the company to identify bottlenecks and act proactively to improve the customer experience.
According to Douglas Caetano, Infrastructure Manager at Lello: “The migration to cloud telephony was a game changer for us. Today, we have full control over our service, which has allowed us to reduce the call abandonment rate by 21%. This not only improves our efficiency, but also increases customer satisfaction, offering a more agile and efficient service”.
Continuous Expansion and Innovation
Given the good results, Lello expanded the implementation of cloud telephony to all of its units, now having more than 490 extensions dedicated to customer service. With around 1,000 employees and 20 branches spread across Brazil, the company is now looking to further expand its communication channels, exploring integration with WhatsApp Business to improve the customer experience.
The partnership with C&M continues to focus on innovation and continuous improvement of communication processes. The next step is to deepen the use of data to make service even more agile and personalized, ensuring efficient service aligned with market expectations.
