How HaloCRM powered a 99% SLA adherence for Glossify
5 hour average resolution time
87% rated Glossify’s support ‘excellent’
99% SLA Adherence
Customer
Glossify
Industry
Retail
Tickets
800+ per month
Customer Since
2023
At a glance
Requirements
Glossify are undergoing immense growth in customers and orders, so naturally they needed to find a system that could fix their challenges with email management across multiple mailboxes and no categorisation of enquiries.
As they are growing as an organisation, Glossify required a system that can seamlessly create reports on enquiry types and categories to provide accurate data to their teams and measure their key metrics.
Solution
- HaloCRM can grow with Glossify as they scale
- Suits all of their requirements for a strong customer services platform
- No-code reporting suite and real-time analytics
- Nice-on-the-eye display
About Glossify
Glossify was founded in 2020 as a B2B to B2C nails and beauty brand with their community at the heart of their operations. They are a small, UK based team that are undergoing major growth, with the aim of being the best in the industry.
The Challenge
Glossify needed a customer services management system that could be set-up to their needs fast and that can accommodate for their growth as an organisation. Their former solution involved manually managing enquiries through mailboxes and independently through various social media platforms. They needed an omnichannel solution to consolidate enquiries into one place to ensure nothing is missed or forgotten about, leaving every client cared for.
As Glossify operated from mailboxes, reporting on issues was troublesome and virtually impossible to keep up to date.
“Amazing. Could not fault the implementation process. The team were so supportive and patient throughout”.
Sarah Casey, Community Development Manager.
The Solution
Within a short time of signing with HaloCRM, Glossify wanted to working on a platform that can absorb all of their incoming enquiries, with visibility on whether it has been actioned and within how much time. HaloCRM offered Glossify a system that can grow with them as they scale as a business as well as suit all of their requirements for a strong customer services platform. HaloCRM offered Glossify a no-code reporting suite with real-time analytics and a nice-on-the-eye display.
The Results
Glossify are no-longer struggling with overflowing mailboxes as Using HaloCRM has helped to gain visibility of actioned and unread enquiries and attain a 99% SLA adherence rate. The feedback options on HaloCRM has given Glossify great insight on how their support is received by their customers.
In the future, Glossify are looking to integrate a phone system into HaloCRM for further visibility on call notes and quantity of incoming calls, as well as enhancements to the chatbot and self-service portal for client bookings.
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