Revolutionizing Revolut’s Sales Efficiency and Saving 40+ Hours

Revolut: The Leading Global Financial Super App

In 2015, Revolut launched in the UK offering money transfers and exchanges. Today, customers from around the world use dozens of Revolut’s innovative products to make millions of transactions per month. Across their personal and business accounts, Revolut helps customers improve their financial health, gives them more control, and seamlessly connects people across the world.

Issues That Led Revolut to CloudTalk

As Revolut went global, bringing on a diverse group of sales development representatives (SDRs) from across Europe and then the world, training and scaling a team of SDRs was a challenge. Finding a single tool that could provide their fast-growing pool of SDRs everything they needed to be successful was a must.

A paramount hurdle Revolut faced was penetrating new markets and engaging unfamiliar audiences. Crucially, this demanded that their sales team leveraged actionable insights from CRM data, including win/loss analysis, targeted campaigns, and curated data lists. This comprehensive approach necessitated a robust multichannel strategy and the adoption of a rapid, secure, integrated VOIP system.

With Cloudtalk, Revolut has improved efficiency and eliminated busy work so the team could fire on all cylinders.

Reaching New Heights with CloudTalk

Revolut chose CloudTalk since it needed a secure solution provider, a provider who had their penetration testing done, had an SSO, excellent & real time support, provided advanced integrations, had easy management of new agents, and ability to store recordings in a separate AWS bucket.

In just three months, the Revolut team made over 86,800 inbound and outbound calls, spending over 113,000 minutes on the phone using 193 international numbers. CloudTalk’s robust features and reliability have dramatically increased Revolut’s control over its inbound and outbound calling operations.

Boataround team’s favorite features

Real-time customer card: Sales agents can see all caller information displayed in one place. During the phone call (or even before the phone is picked up), they can instantly look at the client’s history of interactions, orders, chat or notes. This allows them to deliver outstanding service.

Personalized greetings and music: The first interaction with clients is the most important one. Especially when it comes to potential customers that you can’t afford to lose. With CloudTalk, Revolut creates personalized greetings played to the caller based on specific situations (leave a voicemail, outside business hours, on-hold, etc.). This is a huge help in maintaining client satisfaction.

Voicemail Drop: Revolut’s sales reps make almost 2,000 outbound calls daily, but some of those calls only reach voicemail. In order to save time and not repeat the same phrase over and over again, they take advantage of CloudTalk’s Voicemail Drop feature. Once the rep reaches voicemail, he or she can select a message from a list of premade recordings. This pre-recorded message will then play automatically, allowing agents to move on to the next call much faster.

Callback: Do you want to give your customers a chance to reach you without a lengthy waiting period? Say no more. CloudTalk’s Callback feature significantly reduces call abandonment rates and boosts customer satisfaction. Revolut gave their customers the ability to opt-out of their queue and be called back later instead — a feature customers loved because it showed that Revolut valued their time.

Essential CloudTalk benefits

Skills-based routing: With CloudTalk’s simple and intuitive interface, configuring your skills-based routing will take only a few minutes. Once setup is complete, you can start using all of our benefits to boost your customer satisfaction. A German customer is calling? CloudTalk directs them to a German-speaking operator. That’s because with CloudTalk, Boataround can route calls based on specific skills. Besides, their operators immediately see who is on the line. They can easily click through the customer’s history if they so choose. 

Business hours: CloudTalk’s interface allows clients to set business hours for each phone of their numbers individually, or to use the same timeframe for their whole team. BoatAround doesn’t operate every day, but their customers contact them 24/7. That is why they decided to set business hours for each phone number. If clients contact them when they aren’t available, CloudTalk switches to voicemail with a personalized greeting. The customer’s voicemail message is then sent to an appropriate agent.

Flexibility and Scalability: CloudTalk’s flexibility and scalability allow clients to fully customize the software as their company grows. What Boataround appreciates the most is the simplicity of adding or removing operators according to high/low seasons. They also highlighted the speed of our customer service team, which never leaves them waiting for a response. At CloudTalk, we love to go that extra mile for our clients. When Boataround told us they needed a Croatian number, we simply set one up for them lickety-split.

Pricing:  When Boataround was still at the beginning of their journey, they didn’t want to spend too much money on a solution that they were unfamiliar with. Luckily, CloudTalk is built for every business, at any stage. You can start a 14-day free trial, book a demo or choose one of three plans according to your business’s needs. Talk about a reasonable solution. 

At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?