Digital Service Transformation for a Global Beverage Leader

Pain Points

High labor costs and low efficiency – The wide business scope made customer service expensive and slow
Difficult communication and management – A complex organizational structure hindered coordination
Inefficient manual record‑keeping and follow‑ups – Agents wasted time on paperwork instead of solving customer issues

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Voice Contact Center – Instadesk Omnichannel Platform (Voice) provides intelligent ticket processing with controllable, visualized workflows
Intelligent IVR – Instadesk Voicebot (IVR) delivers 24/7 automated service, reducing manual work and raising satisfaction
CRM Integration – Instadesk Smart Ticket + Agent Assistant unifies cross‑location management via seamless business platform integration
Smart Ticketing – Instadesk Smart Ticket automates sales, after‑sales, and distributor processes

Efficiency Gains by Product

Omnichannel Voice Platform

Intelligent ticket workflows, visualized call management

Voicebot (Intelligent IVR)

24/7 service, handles >80% repetitive inquiries, cuts labor cost >70%

Smart Ticket + Agent Assistant (CRM)

Unified cross‑location management, boosts internal info transfer >50%

Smart Ticket (Automation)

Automates sales, after‑sales, distributor processes

Business Results

+15%

Effective resolution

>80%

IVR handles >80% repetitive inquiries

‑70%

Labor cost

+50%

Management efficiency

Before vs. After

Metric

Labor cost & repetitive work

Management & processes

Effective resolution rate

Internal information transfer

After Instadesk

>70% cost reduction; IVR handles >80%
>50% efficiency boost; automated workflows
0.15
+50% faster

Before

High cost, manual handling

Complex structure, manual records

Baseline

Slow

Instadesk transformed our global customer service. IVR now handles over 80% of repetitive questions, cutting labor costs by more than 70%. Management efficiency is up over 50%, and our complex structure finally runs smoothly

— Head of Customer Service

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