The call-based service model was once the backbone of customer interactions in many firms, but for growing businesses, it quickly turns into a bottleneck. When unanswered calls lead to lost revenue and frustrated customers, the need for a smarter, scalable solution becomes urgent.

Mike, Operations Director at a leading utility rental provider, struggled with soaring calls and frustrated customers. He found a game-changing solution to streamline operations—read on to discover how.

The Call Center Bottleneck: Too Many Orders, Too Few Hands

The utility rental provider where Mike was employed was a leading provider of portable toilets and temporary fences.

The company relied entirely on a call-based service model. Customers had to phone in for everything—placing new orders, modifying existing ones, requesting maintenance, and also making payments. With 70,000 active orders across 140 locations, the system was buckling under pressure.

Mike noticed a surge in unattended calls and delays, straining his team and frustrating customers, making him fear an operational crisis. His team was doing their best, but with the sheer volume of requests, they simply couldn’t keep up.

System failure: 30% Unanswered Calls Speak Loudly about Inefficiency

Mike’s fear of crisis turned into reality too soon with an urgent complaint from a major construction company—a long-standing client. Their portable toilet order had gone unprocessed for two days because their calls kept going unanswered. Furious, the client threatened to take their business elsewhere.

Mike immediately pulled up the call center reports and was shocked—30% of calls were going unanswered every day. That wasn’t just a customer service issue; it was a direct revenue loss. It was clear that their outdated, high-touch model was failing the business.

For Mike, this was both a personal and professional crisis. He had always focused on the customer-first service, and now, clients were slipping away due to operational inefficiencies. His sales team was frustrated, losing deals due to slow responses. His call center agents were overworked, dealing with irate customers and endless call queues.

He knew that a transformation is needed from this outdated system to streamline operations and client communication.

A Digital Shift Without Losing the Human Touch: Discovering ZingWorks

Faced with unanswered calls, lost revenue, and frustrated customers, Mike knew that his company needed a digital transformation—but not at the cost of customer relationships. One of the best solutions that he could think of was a self-service online portal powered by Salesforce, combining automation with human support to create a seamless, high-touch experience for customers.

However, finding a solution provider wasn’t easy as most of them do not understand business process. As a result, most of them offered him a one-size-fits-all solution which was quite out of the way of what he needed.

How the New System Solved the Problem

ZingWorks transformed the company’s operations by implementing custom applications and a Salesforce-integrated customer portal, which helped him with the following:

 ✔ Optimize Business Processes: ZingWorks Salesforce-integrated custom application automated repetitive tasks and streamlined workflows, reducing inefficiencies and operational costs. This directly addressed the utility rental provider’s outdated processes, eliminating bottlenecks and long wait times in calls.

 ✔ Enhance Decision-Making: Real-time data integration and analytics empowered the utility rental provider with actionable insights, ensuring timely order fulfillment and preventing critical delays.

 ✔ Improve User Experience: The Salesforce-integrated ZingWorks portal provided a user-friendly design, allowing customers to self-serve for order placements, invoice tracking, and payments. This reduced reliance on call centers and significantly cut support wait times.

With ZingWorks’ Salesforce-integrated portal, customer frustrations became a thing of the past. The results were immediate and game-changing:

• 30-35% reduction in support calls – Customers could now place orders, check invoices, and request support without waiting on hold.
  
• Faster cash flow – Automated payments and invoice tracking minimized billing delays.
  
• Enhanced order flexibility – Users could modify or cancel orders seamlessly, reducing operational friction.

For the utility rental provider, the impact was immediate. Their customers no longer need to be stuck in phone queues. As a result, when the customers call up, the call center agents can directly login, check order history, and confirm payment details within minutes.

Transform Your Operations with ZingWorks’ Future-Ready Solutions

Before ZingWorks, the support agents at the utility rental provider used to struggle with repetitive customer queries, manual invoicing errors, and a lack of real-time order tracking—leading to project delays and frustrated customers like Mike.

With ZingWorks’ deep business process expertise, everything changed. Unlike solutions that focus solely on technology, ZingWorks leveraged cross-industry experience from 450+ successful projects and redesigned the support infrastructure using proven frameworks and best practices.

A Salesforce-integrated portal enabled instant self-service, significantly reducing support calls, while automated invoicing streamlined payments, adding $500K in revenue and attracting 430 new users. Real-time tracking eliminated uncertainty, improving order visibility and reducing wait times—leading to a 70-80% increase in customer satisfaction.

The transformation didn’t stop there. By harnessing cutting-edge technology, including NodeJS for robust server-side scripting, Angular for an intuitive user interface, and Ionic for seamless cross-platform access, ZingWorks delivered a future-ready, scalable solution.

With proven results—delivering on time, on budget, and functionally complete solutions—ZingWorks ensures that technology investments drive real business outcomes.

Ready to transform your customer service with ZingWorks’ custom applications and Salesforce solutions?

Get a free demo today!