FINOM is a fast-growing financial platform serving customers across Europe with banking, invoicing, and finance management in a single product. As their customer base expanded, their support team was spending nearly a full minute preparing for each call — a number that didn’t scale. By integrating CloudTalk with their existing systems via API and IVR, FINOM cut agent prep time from 60 to 7 seconds, freeing their team to focus on the conversations that actually matter.
About FINOM
FINOM is a fintech platform that brings together banking, invoicing, and finance management into one product. Designed for freelancers and small businesses, FINOM’s promise is simple: less time on admin, more time on work.
Customer trust is central to that promise. When customers have questions about their money, they need fast, confident answers. That put FINOM’s support team under real pressure as the company grew.
Challenge
When Growth Outpaced the Phone System
As FINOM expanded into new markets, their existing communication setup stopped keeping up. Managing agents operating from different locations was difficult. There was no single source of truth for customer data, and no way to integrate calling with the tools their team already used.
The result was a fragmented view of customers — and a workflow that created friction at the worst possible moment: right before an agent picked up the phone.
The data problem ran deeper than missing CRM sync. FINOM’s team wanted to understand exactly how calls were performing: how clients moved through the funnel, what actions they took after a conversation, and whether the call flow was generating results.
It is very important to find a perfect match between clients’ and employees’ needs and we are glad to share this journey with CloudTalk.
Evaluation
Finding a Platform That Could Integrate and Scale
FINOM needed a solution that could do three things: integrate with their marketing and CRM tools, support multilingual agents working across regions, and provide granular analytics on every call. Generic VoIP solutions couldn’t deliver all three.
They evaluated the market with those criteria in mind, and CloudTalk matched what they were looking for — a platform built around integration, with data at the center.
Solution
One Integration, Dramatically Less Prep
With CloudTalk’s API integration in place, data across FINOM’s systems synchronized automatically. Agents entered each call already knowing who they were speaking with. The manual lookup step — which had been eating up to a minute per call — was gone.
The IVR system handled routing, so calls reached the right agent without detours. Campaign tracking gave team leads a clear view of what was working. And the multilingual support in CloudTalk’s app meant agents could serve customers in their own language without switching platforms.
The efficiency gain was immediate and measurable: prep time dropped from 60 to 7 seconds per call. At more than 1,000 calls per month, those seconds added up fast.
Results
60 Seconds Became 7
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89% reduction in call prep time — from 60 seconds to 7 seconds per agent call
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1,000+ calls per month handled with dramatically less overhead per interaction
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17,300+ minutes per quarter spent on the phone with clients across 4 international numbers
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Single-click campaign launches replaced the manual prep work that had previously required gathering information in advance
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Full funnel visibility — FINOM can now track user paths after calls, measure conversion, and evaluate call flow performance
Takeaway
For FINOM, the gains weren’t just operational — they were structural. A single integration replaced a fragmented, manual process with one that runs automatically, at scale, across regions. CloudTalk didn’t just make calls faster. It gave FINOM the data foundation to understand whether their support was actually working.
