Download PDF
Freshworks > Case Studies > Felix Mobile's Digital Transformation: Achieving 98% CSAT with Freshdesk Omnichannel
Freshworks Logo

Felix Mobile's Digital Transformation: Achieving 98% CSAT with Freshdesk Omnichannel

Technology Category
  • Analytics & Modeling - Robotic Process Automation (RPA)
  • Robots - Wheeled Robots
Applicable Industries
  • Renewable Energy
  • Telecommunications
Applicable Functions
  • Sales & Marketing
Use Cases
  • Chatbots
  • Time Sensitive Networking
The Challenge

Felix Mobile, an environmentally conscious, SIM-only telecommunications brand in Australia, faced the challenge of distinguishing itself in a saturated market. The company's vision was to offer a simple product and easy-to-use digital service while also considering its environmental impact. However, as a new entrant in a busy marketplace, Felix Mobile needed to find a unique selling proposition. The company identified 'digital-first customer service' as a potential differentiator. They aimed to provide an integrated experience for their customers, offering local and personalized service to ensure memorable customer interactions. However, to achieve this, they needed a vendor capable of integrating a chat platform with Felix's app and providing a seamless omnichannel experience for their customers.

About The Customer

Felix Mobile is a SIM-only telecommunications brand based in Australia. The company is unique in its commitment to environmental sustainability, being carbon neutral certified and powered by renewable electricity. They offer a simple plan for customers with no lock-in contract, aiming to change the way telcos view their impact on the environment. Felix Mobile plants a tree for every month that a customer stays on with their service. The company is also committed to providing a digital-first customer service experience, aiming to distinguish itself in a saturated market through excellent customer service.

The Solution

Felix Mobile partnered with Freshworks to implement Freshdesk Omnichannel, a platform that allowed them to support customers over their preferred digital channel, whether that was social media, web support, or chat through the Felix Mobile app. The platform was user-friendly and allowed for adjustments on the fly, enabling Felix Mobile to manage without a large enterprise-level support team. Felix Mobile also utilized bots and AI within their support framework. They started by setting up agent-assist bots to help triage questions, which proved to be a great success. The company plans to continue refining and fine-tuning their bot-led customer service, with the aim of offering customers the ability to interact with a chatbot for high volume, low complexity questions.

Operational Impact

  • The implementation of Freshdesk Omnichannel has been a success for Felix Mobile. The platform has been well-received by the team, with agents finding it easy to use and navigate. The use of agent-assist bots has also been beneficial, helping to triage questions and streamline the troubleshooting process. The company has seen a high uptake of the chat function, with 94% of customers choosing to communicate via this channel. This digital-first approach to customer service has allowed Felix Mobile to differentiate itself in a competitive market. The company's CSAT rating stands as an excellent early indicator that their support has been set up correctly, and they are excited about the potential for further growth and success in partnership with Freshworks.

Quantitative Benefit

  • Felix Mobile achieved a CSAT (Customer Satisfaction Score) of 98% (4.9 out of 5)

  • The company resolves over 1900 tickets per week

  • 80.5% of tickets are deflected, indicating successful resolution without agent intervention

Related Case Studies.

Case Study
Siemens Wind Power
Wind provides clean, renewable energy. The core concept is simple: wind turbines spin blades to generate power. However, today's systems are anything but simple. Modern wind turbines have blades that sweep a 120 meter circle, cost more than 1 million dollars and generate multiple megawatts of power. Each turbine may include up to 1,000 sensors and actuators – integrating strain gages, bearing monitors and power conditioning technology. The turbine can control blade speed and power generation by altering the blade pitch and power extraction. Controlling the turbine is a sophisticated job requiring many cooperating processors closing high-speed loops and implementing intelligent monitoring and optimization algorithms. But the real challenge is integrating these turbines so that they work together. A wind farm may include hundreds of turbines. They are often installed in difficult-to-access locations at sea. The farm must implement a fundamentally and truly distributed control system. Like all power systems, the goal of the farm is to match generation to load. A farm with hundreds of turbines must optimize that load by balancing the loading and generation across a wide geography. Wind, of course, is dynamic. Almost every picture of a wind farm shows a calm sea and a setting sun. But things get challenging when a storm goes through the wind farm. In a storm, the control system must decide how to take energy out of gusts to generate constant power. It must intelligently balance load across many turbines. And a critical consideration is the loading and potential damage to a half-billion-dollar installed asset. This is no environment for a slow or undependable control system. Reliability and performance are crucial.
Learn more
Case Study
Remote Monitoring and Control for a Windmill Generator
As concerns over global warming continue to grow, green technologies are becoming increasingly popular. Wind turbine companies provide an excellent alternative to burning fossil fuels by harnessing kinetic energy from the wind and converting it into electricity. A typical wind farm may include over 80 wind turbines so efficient and reliable networks to manage and control these installations are imperative. Each wind turbine includes a generator and a variety of serial components such as a water cooler, high voltage transformer, ultrasonic wind sensors, yaw gear, blade bearing, pitch cylinder, and hub controller. All of these components are controlled by a PLC and communicate with the ground host. Due to the total integration of these devices into an Ethernet network, one of our customers in the wind turbine industry needed a serial-to-Ethernet solution that can operate reliably for years without interruption.
Learn more
© 2015-2024 IoT ONE Limited | Privacy Policy

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.