100% Unified Communications to Enhance Customer Service

Explore how Oticel achieved seamless integration between its phone system and support tool with Microsoft Teams Phone System and Freshdesk.

Sector: IT & engineering
Company size: Fewer than 50 employees
Products: Voost for Teams
Integrations: Freshdesk

Their RealityA Multidisciplinary and Experienced Team

With over 10 years of experience advising and keeping their clients at the forefront of technology, Oticel has established itself as a company 100% committed to service excellence.

Thanks to their extensive expertise in IT support and maintenance for businesses, their primary mission is to modernize their clients to significantly increase the efficiency of their teams.

Given their strong commitment, it was only logical that they constantly sought excellence in all their processes. For this reason, they chose to work with us as their communications partner.

From the moment we started collaborating with Oticel, we have adapted their phone system to meet their ever-evolving needs, which eventually led to the solution they have today: Microsoft Teams Phone System integrated with Freshdesk.

"For us, it was essential to unify our tools as much as possible, and thanks to the integration of telephony into Teams, we have been able to manage all our communication in a single app. This tool, which was already part of our daily routine, now allows us to also manage the PBX, eliminating the need to use another tool to communicate with customers."

Carlos Celdrán, CEO

Their NeedIntegrating Calls with Their Ticketing Tool

When it came to communicating with their clients and resolving issues, Freshdesk was Oticel's trusted tool. Through this platform, their Customer Success team could stay closely connected to their clients' needs, allowing them to provide tailored solutions at all times.

The challenge was clear: achieve seamless integration between their ticketing system and their voice system to optimize their customer service team's work as much as possible.
And that's precisely what we did...

Their SolutionTeams Phone System Integration with Freshdesk

Understanding Oticel's needs, we determined that the Microsoft Teams Phone System was the perfect telephony solution for them.

The first step was to fully migrate their corporate phone system to Microsoft Teams Phone System, centralizing all communications on a single platform.

Next, we integrated all communications made from Microsoft Teams Phone System with Freshdesk using our Direct Routing solution.

But we didn't stop there; we went a step further by offering them an advanced call panel where they could view the status of all their communications in real-time.

"Astroline has provided us with a tailored solution that has far exceeded our expectations. We now save time and are more efficient in supporting our customers, thanks to the consolidation and unification of our operations."

Carlos Celdrán, CEO

Their ResultFully Integrated Communications

Thanks to this communications integration, Oticel's clients now receive highly personalized and convenient service.

Furthermore, their entire team has significantly improved the quality of their calls and the efficiency of their daily operations through the integration of Microsoft's phone system with Freshdesk.

Now, all their technicians can support and assist their customers from anywhere.
The result? A team that is always accessible thanks to the complete integration of all their communication tools.