Case Study: how sales automation ensured stability for a water delivery service during peak hours
In the water delivery business, one missed call in the morning is a lost customer. A single hour of phone downtime during peak intervals can halt sales entirely. In this case study, we share how we helped a local service implement communication automation and established reliable connectivity using UniTalk IP telephony.
About the client
Our client is a local service business specializing in drinking water delivery. In this niche, the speed of request processing and the quality of communication are decisive factors. Telephony has become the primary sales channel for the company, as it handles orders, logistics updates, and payment inquiries. Effectively, it is the foundation upon which the entire sales automation system rests.
The Problem: the challenge the client brought to us
Prior to switching to UniTalk, the company relied on its own server equipment. However, instead of gaining control, the business faced constant risks of downtime.
The key pain point was instability during peak morning hours. Precisely when order volume was at its highest, the server would often fail for 30–60 minutes. For the company, this meant:
- A total halt in order processing during the most profitable time of day.
- Lost leads due to a lack of inbound line automation.
- Chaos in communications, as managers were left without their primary work tool.
Why change was necessary
We recognized that the client’s own infrastructure had become a barrier to growth. As a business scales, it requires reliable tools where business process automation does not depend on the technical condition of a single local server. Our task was to implement a solution that would ensure uninterrupted operation and provide management with tools for systemic control.
The solution: switching to UniTalk IP Telephony
We proposed a transition to UniTalk IP Telephony, which served as the first step toward full sales department automation. This allowed the responsibility for hardware reliability to shift to us as a professional provider. The implementation process was seamless: we helped quickly configure all call scenarios without requiring specialized IT experts from the client’s side.
Key capabilities for the business
Following the implementation, we observed that telephony automation transformed communication into a powerful management tool. Key features included:
- Stable call reception: Even during peak morning loads, the connection works without technical pauses.
- Automated payment tracking: The user-friendly personal cabinet helps track financial aspects of customer interactions.
- Real-time call monitoring: Management gained the ability to listen to live conversations, providing objective data for staff performance evaluation.
- Transparent analytics: All call recordings and statistics are now available in a single dashboard in just a few clicks.
The results we recorded
By switching to UniTalk and implementing sales department automation, the client’s business achieved:
- Zero downtime: We eliminated the issue of connection failures during critical hours.
- Reliability during peak periods: The connection remains stable, ensuring no inquiries are lost during morning rushes.
- Operational confidence: Management moved away from technical risks and focused on scaling the business.
- Communication control: Every call is recorded, analyzed, and stored within the system.
Why this case matters for the market
This story demonstrates how service business automation helps eliminate dependency on local hardware. Stable communication and a systemic approach to interaction are basic requirements for survival in a competitive market.
Client Quote
“Having our own server wasn’t always convenient, especially when it would fail early in the morning. For us, the most important things are continuous technical support and uninterrupted communication. With UniTalk, we got a convenient dashboard, payment control, and the ability to monitor calls in real-time.”,
— Anna, Director of Development.
