Case Study: Shypple

Summary of Results

• Improved Customer Service Levels: Significant reduction in customer complaints about reachability.
• Reduced Missed Call Rate: Missed call percentage was reduced from 7–8% to 1–2% within two months across all teams.
• Enhanced Data Insights: Ability to measure and track reachability, enabling continuous improvement in customer satisfaction.
• Seamless Communication: Convenient features like call transfers, group calls, and device flexibility improved internal collaboration and external interactions.
• Team Satisfaction: Positive feedback from employees on reliability, ease of use, and features like muting calls and unsubscribing from group calls when needed.
• Smooth Implementation: Gradual, team-by-team onboarding ensured a seamless transition to Zoom Phone within a month without any major issues.
• Reliable Support: Duppal provides fast, knowledgeable, and proactive support, keeping Shypple updated on new features and solutions.

Challenge

What collaboration challenges were you facing prior to working with Duppal?

Marc: Phone reachability was a big issue. The reliability and quality of incoming calls were poor, and we received complaints from customers about not being able to reach our operations team for urgent matters. In some cases, employees even had to provide their personal phone numbers to ensure reachability. We were trying to dig into the data to understand the issues, but our existing tools lacked the necessary insights. This made it impossible to identify the root causes, apart from what customers and employees were reporting. The tool didn’t meet our needs.

Anastaciia: The biggest challenge we faced was ensuring reachability while working remotely. We struggled with the inability to transfer calls, which often left customers frustrated when they couldn’t reach the right person. This was especially problematic for urgent matters like shipments that required immediate attention.

What were the consequences of these challenges for your business?

Marc: These challenges led to customer complaints, frustration among our employees, and even customers leaving. It also impacted our ability to consistently deliver the level of service we aim for.

Anastaciia: Delays of even 10 minutes caused significant frustration for customers, and relying on individual mobile phones didn’t solve the issue, as it lacked the seamless connection our business needed. Reachability is critical for our operations, and our existing setup couldn’t meet that demand.

Solution

Which solutions did you explore?

Marc: We spoke to several telephony providers and worked with a consultant to assess our needs. After a thorough analysis, we found that Zoom Phone was the best fit for us. Zoom Phone met all our needs. It’s reliable, provides high-quality calls, offers robust data insights, and allows flexibility with different devices—laptops, mobile phones, and desk phones. Duppal was then recommended as the leading specialist for implementing Zoom solutions.

Why did you choose Duppal as your collaboration partner?

Marc: Initially, we chose Duppal based on their reputation in the market and a personal recommendation. Their approach quickly won us over. They were incredibly customer-focused and took the time to thoroughly explain everything. They explored our specific needs and worked to find the best solution for our company.

How did you experience the onboarding process?

Marc: The onboarding process went very smoothly. We rolled it out gradually, team by team, which allowed us to learn and improve during the implementation. Within a month, the entire company had transitioned to Zoom Phone without any major issues.

Anastaciia: I’d almost ask the question “what onboarding process?” as it was so smooth and quick thanks to Duppal and Leon from our team. All we needed to do was download the Zoom app and we started working with Zoom immediately.

Who uses Zoom Phone within Shypple?

Marc: Our core users are in operations and finance, but all other departments, including sales and account management, also use Zoom Phone. Essentially, anyone making external calls uses it.

Results

What impact does Zoom Phone have on your business?

Marc: It has significantly improved our customer service. Reachability complaints have dropped, and we’ve been able to set clear targets for missed calls while gaining valuable data insights. We reduced our missed call percentage from 7–8% to 1–2% across all teams within two months of implementation.

Anastaciia: As a team lead, I also value the ability to measure and track our reachability over time, helping us assess and improve customer satisfaction. This level of insight has been key to ensuring we consistently meet customer expectations.

How does Duppal help you maximize the impact?

Marc: Duppal continuously ensures we get the most out of the solution. They’re quick to help when needed and keep us informed about new features and ideas. Their expertise and proactive approach make a big difference. They help us fine-tune the solution and address any challenges swiftly.

What feedback do you get from the team on working with Duppal and Zoom Phone?

Marc: The feedback has been overwhelmingly positive. The system is more reliable, calls no longer disconnect unexpectedly, and the implementation was seamless.

Anastaciia: The feedback in my team has been very positive. They appreciate the convenience of features like call transfers and the ability to mute calls temporarily, such as during vacations or customer visits. The option to unsubscribe from group calls when needed has also been a valuable and well-liked feature.

Would you like to achieve similar results?

Are you inspired by the success of Shypple and interested in improving the collaboration within your organization? Have a look at our solutions and contact us to learn more. Click here to go to our solutions.