FastCustomer is an app that was built after its creators, both web developers, got tired of wasting time waiting on hold for customer service. FastCustomer originally used Twilio as its platform for placing calls to the provider of your choice, with over 3000 companies available to call.
Challenge
FastCustomer is an app that was built after its creators, both web developers, got tired of wasting time waiting on hold for customer service. FastCustomer originally used Twilio as its platform for placing calls to the provider of your choice, with over 3000 companies available to call. The way the app works is that the app places the call and waits on hold. Once a rep answers, the app prompts them to “press 1” to call the customer back. The app worked great, but a major issue arose when the app worked so well that it got more popular than its creators thought possible. Soon FastCustomer’s Twilio bill was topping $500/day.
FastCustomer needed a voice solution that would enable to them to operate without incurring untenable operating costs, and still offered high quality, reliable audio.
Solution
FastCustomer knew they had to find a way to deliver the service with less overhead. So they built the basis of the service themselves using FreeSWITCH. Once the platform was established, they sought out a carrier. After speaking with industry contacts, FastCustomer decided to try Flowroute.
FastCustomer found that integration with Flowroute was incredibly simple and that they were were able to connect to their custom FreeSWITCH platform with no issues. Prior to implementing Flowroute, FastCustomer experienced issues recognizing DTMF but after using Flowroute those issues went away. Flowroute also enabled FastCustomer to operate with much lower operating costs, by utilizing a pay as you go pricing structure.
Results
Establishing their own private voice cloud as the basis for their application platform has paid huge dividends for Fast Customer. FastCustomer has seen its volume of calls increase significantly while also seeing costs go down at the same time. As FastCustomer continues to grow, Flowroute continues to prove its worth by allowing FastCustomer to pay for only what they used.
