Swile, a French leader in corporate employee benefits operating across Brazil and France, was losing leads before conversations could even begin. Poor VoIP quality in Brazil left their pre-sales team with a 60% connection rate, while technical call issues flooded their Salesforce admin team with support tickets. With CloudTalk, Swile raised their connection rate to 84%, boosted pre-sales productivity by 30% through automated Salesforce logging, and cut support tickets by 50%.
About Swile
Swile is a leading French company in corporate benefits. With technology as its main differentiator, it raised over R$1 billion in 2021, with a notable investment from the SoftBank Latin America Fund.
Swile expanded globally in 2022 by acquiring Bimpli from the BPCE group and the Brazilian company Vee Benefícios, strengthening its presence in Brazil and France. It serves over 5.5 million users and 85,000 companies, including major names like Carrefour, Spotify, and Netflix.
Committed to excellence and compliance, it has followed the guidelines of the Worker Food Program (PAT) since 2018. In 2023, it became a member of the UN Global Compact, was recognized by Great Place To Work, and stood out in the Reclame Aqui Award, reflecting its commitment to employee well-being and customer satisfaction.
In Brazil, it is located in São Paulo with approximately 200 employees, and as it expanded nationally, Swile faced communication challenges.
Problem
Moving Past the Previous Supplier: Scaling Communication to Meet Expansion Needs
As Swile grew, they found that the previous supplier wasn't keeping up with their needs—especially in Brazil, where reliable connections were essential for pre-sales and customer success efforts. The team began to face challenges with call quality, which directly affected their ability to connect with potential customers.
We were growing quickly, but our old VoIP system couldn't keep up. Dropped calls and poor audio made it hard to connect with prospects. Imagine your first call with a potential client dropping—that's not the impression you want to leave. It was impacting our pre-sales team's ability to engage leads, making the sales process more difficult. We needed a solution that could scale and provide reliable, high-quality calls every time.
While Swile had found success with the previous supplier during earlier stages of their growth, they began seeking a solution that could deliver more reliability across the vast Brazilian telecom landscape.
Evaluation
Transitioning from The Previous Supplier to CloudTalk: Why CloudTalk Was the Right Choice
Swile evaluated several VoIP platforms and ultimately chose CloudTalk due to its superior call quality, local support in Brazil, and seamless Salesforce integration. These features were key to addressing the technical and operational pain points they faced with the previous supplier.
CloudTalk's ability to integrate directly with Salesforce was critical for us. But even more importantly, the call quality became consistent and reliable across Brazil, something we couldn't achieve with our previous provider. After switching to CloudTalk, we eliminated the 'VoIP isn't working' excuse from our pre-sales team. We could clearly see who was delivering results, and the tool just worked for everyone.
Solution
Improved Call Quality That Led to a 40% Increase in Call Connection Rate
Before CloudTalk, Swile's call connection rate was around 60%. After implementation, it jumped to 84%, a 40% improvement, allowing the pre-sales team to reach more customers and reduce missed opportunities.
Before CloudTalk, poor connections made it hard to reach leads. After switching, we could focus on building relationships instead of dealing with technical issues. For the pre-sales team, this meant fewer obstacles and more successful calls.
95% Drop in Customer Complaints
Customer complaints about call quality dropped by 95% after switching to CloudTalk, greatly benefiting Swile's customer success team during onboarding and support.
We take pride in offering top-tier service, and the difference was immediate. Clients stopped complaining about call issues, allowing our team to focus on delivering a smooth onboarding experience. For them, this was the difference between constant frustration and smooth, productive conversations.
30% Boost in Sales Team's Productivity With CloudTalk x Salesforce Integration
Swile's pre-sales team saw a 30% productivity boost with CloudTalk's Salesforce integration. Calls are now logged automatically, freeing the team from manual data entry and allowing more focus on lead engagement.
One thing that was crucial for us was maintaining the ability to automatically log calls—we definitely didn't want our pre-sales team spending hours each week managing data manually, constantly updating call logs and customer details. We needed this to happen through an integration. CloudTalk provides that capability, allowing our pre-sales team to stay focused on what matters—closing deals without worrying about the backend work.
Additionally, managers now have access to detailed metrics, enabling better decision-making.
The insights from Salesforce are much deeper now. We can track call duration, response times, and see where we need improvement, which has been invaluable for managing performance.
Customizable Call Routing and Customer Experience
Swile leveraged CloudTalk's customizable IVR system to create tailored call flows, making it easier to route customers to the right teams. This customization greatly improved the overall customer experience.
Our IVR used to be basic, but with CloudTalk, we built advanced call flows that really fit our business. The flexibility of the IVR ensures our customer success team gets the right calls at the right time.
This customization streamlined both inbound and outbound calls, allowing Swile's clients to reach the correct department without hassle. Swile is also exploring automating lead creation through the IVR system to further boost pre-sales efficiency.
Results
From Firefighting to Full Visibility
With CloudTalk's solution in place, Swile's numbers told a clear story:
- 40% increase in call connection rate: Connection rate jumped from 60% to 84%, allowing the pre-sales team to reach more customers and reduce missed opportunities.
- 30% boost in pre-sales productivity: Automated Salesforce call logging eliminated manual data entry and freed the team to focus on closing deals.
- 50% reduction in support tickets: Swile's CRM team moved from constant troubleshooting to strategic improvements.
- 95% drop in call quality complaints: Customer success teams could focus on onboarding instead of managing technical frustrations.
CloudTalk allowed our CRM team to move from firefighting technical issues to making strategic improvements. Now, tickets are about configurations, not dropped calls or connectivity problems.
Takeaway
Find a tool that's not only reliable but can scale with your growth. CloudTalk offered us the consistency and support we needed to expand with confidence.
