Scaling up a virtual offices provider
Virtually There is a call answering and virtual office provider from UK. When their business took off, they had around 3.000 UK clients. With more clients, more staff, and big plans for the future, the manual processes and limited app capabilities were not maintainable anymore.
They needed to scale and automate their platform to achieve three major objectives:
- Automate the process of onboarding, invoicing, and reporting.
- Create an online portal for the clients to manage their accounts & reporting.
- Implement a scalable call answering solution for their agents.
Choosing the right SaaS integrations
plan out all the different integrations
for payment and subscriptions, the customer portal, and CRM activities.
research possible call answering solutions
with a focus on Twilio Flex that the client suggested.
define key features
such as data import, separation of business accounts, customisable call flow logic.
prepare a proof of concept
to test Twilio Flex on a smaller scale.
connect the chosen services
into one seamless user experience.
"Kaldi is incredibly easy to work with and very capable. The team knows how to listen and understand the business challenges."
Edgar Thoemmes
CEO, Virtually There
Implementation
Architecture and integrations
To automate and simplify the process for our client and their customers, a thought-through architecture and the right SaaS integrations proved to be vital.
One source of truth
A unified database, hosted on our side, to connect all the different SaaS solutions.
Event-driven
To support essential features such as call routing, post handling, subscriptions management, notification events, etc.
Scalable
Both in terms of performance and implementation of new features.
Interoperable
Making it easy for engineers to integrate different 3rd party providers.
To an automated system
The client previously kept their data in Spreadsheets and in Chargebee. Migration was essential, but also challenging. No data structure, missing or un-synced data, historical exceptions and human-factor discrepancies... Luckily, we had a very engaged client working with us, giving us all the information we needed to correctly handle the data. We also made a point to use production data on staging as soon as we could so we caught the bugs early.
Virtually There; Customize Call Answering Availability
Integrations
twilio
mailjet
chargebee
stripe
gocardless
twilio
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