Case Study: Implementation of the Discidius Application at Blachotrapez - Optimization of Sales and Customer Service

Blachotrapez is a leading Polish manufacturer of roofing and facade coverings. One of the largest and fastest-growing companies in Poland, employing nearly 500 salespeople, a significant portion of whose work is conducted via telephone.

The company does not have a traditional call center; instead, customer service by phone is handled by salespeople working in nearly 500 branches across Poland. The goal of implementing our application was to verify and enhance the existing quality of customer service.

The implementation of Discidius provided the client with a tool that gave them a complete picture of how telephone customer service functions within the company. The previous lack of insight into phone conversations made it difficult to verify and maintain appropriate standards.

List of Frequently Asked Customer Questions

Identifying the most frequently asked questions provides Blachotrapez with valuable information about customer needs. This knowledge supports the employee training process and helps maintain a high level of customer service.

Automatic Suggestions - Support for Operators

Based on conversation analysis, Discidius generates tips, enabling quick and objective support for operators in improving their skills. This translates into better results, greater customer satisfaction, and increased efficiency of the entire team.

Automatic Conversation Analysis - Quick Identification of Key Moments

Discidius analyzes conducted conversations, identifying positive, negative, and neutral moments. This allows managers to quickly respond to key issues, ensure compliance with standards, and focus on areas requiring attention.

After implementing Discidius, the client noted significantly greater control over the telephone conversations between salespeople and customers.

Thanks to the function of automatic identification and analysis of key moments in conversations, the company managed to better understand customer needs and increase their satisfaction. This contributed to increased sales and clearly indicated areas where the company should conduct training.

The specificity of our industry is such that we usually do not have contact with the end customer. Our clients are roofers, and it is with them that our salespeople most often talk. These are conversations with experts who often need something extra. The implementation of the Discidius application allowed us to verify what to make sellers more aware of. Which aspects in conversations with roofers they should emphasize more. The application itself indicated the most frequently asked questions, which allowed us to prepare model answers and appropriately train employees. – Mateusz Małek, Marketing Director of the Blachotrapez Group.

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