Fix Pro
For hardware suppliers managing vast networks of manufacturers, distributors, and retailers, communication is key. FixPro Connect faced significant challenges with fragmented customer inquiries, leading to slow response times and a poor support experience. They partnered with Scaloy to engineer a modern solution that could digitize, integrate, and automate all client communications to dramatically improve operational performance. The primary objective was to build a robust, CRM-driven communication platform that consolidates all channels into a single, unified dashboard. The final solution enables real-time assistance, intelligent ticket routing, and data-driven decision-making. By creating one central hub for web chat, email, SMS, and WhatsApp, FixPro Connect empowers its support teams with the tools they need to provide faster, more organized, and context-aware service to their entire hardware supply chain network.Project Overview
Project Info
Industry: B2B SaaS & CRM
Sectors: Hardware Distribution, Manufacturing, & Retail Support
Audience: National & Regional Hardware Wholesalers
Technical Stack
Team & Timeline
Team: Full-Stack SaaS & CRM Development Team
Timeline: 4-5 Months (Platform Development & Integration)
Methodology: Agile Development & Phased Integration
Impact & Key Outcomes
Our Strategic Approach
Challenge: Fragmented Communication & Lack of Central Tracking
Customer inquiries were dispersed across multiple channels like email, WhatsApp, web forms, and phone calls. This created a chaotic support environment with no centralized tracking system, leading to slow response times, missed messages, and a frustrating experience for both customers and support agents.
Solution: An Omnichannel Inbox with Full CRM Integration.
We developed a unified omnichannel inbox that consolidates all customer conversations into a single interface. By integrating a powerful CRM, support agents gain a complete view of each customer, including their order history and past interactions, allowing for highly personalized and context-aware support.
Challenge: Inefficient Ticket Handling and No Performance Metrics
Without an intelligent system, tickets were often misrouted, causing significant escalation delays. Furthermore, a complete lack of real-time performance metrics made it impossible to track agent accountability, monitor service levels, or measure customer satisfaction (CSAT) effectively.
Solution: Automated Ticketing and a Real-Time Analytics Dashboard.
We implemented a smart routing engine that uses AI to automatically classify issues and assign them to the correct department. Ticketing automation handles alerts and status updates. A custom analytics dashboard provides real-time insights into agent performance, resolution rates, and CSAT scores, enabling data-driven management.
Core Platform Features
- Unified Omnichannel Inbox A single interface to manage all customer conversations from web chat, email, SMS, and WhatsApp.
- Integrated CRM Functionality Access complete customer profiles, including past orders and support history, for personalized service.
- Automated Ticketing System Streamline workflows with automated issue classification, status updates, and timely alerts for agents.
- AI-Powered Smart Routing Engine Intelligently assign inquiries to the most appropriate agent or department to speed up resolution.
- Customer Self-Service Portal Empower customers to track order status, process warranty claims, and request quotes independently.
- Real-Time Performance Analytics A custom dashboard to monitor key metrics like CSAT, agent performance, and issue resolution rates.
“FixPro Connect and Scaloy gave us visibility into every customer interaction. Our response times have never been better and our customers are actually noticing.”Operations Director, FixPro Hardware Group
Ready to Modernize Your Customer Communication?
Stop letting fragmented channels and slow responses define your customer experience. Discover how our integrated CRM and communication platforms can boost efficiency, improve satisfaction, and give you complete visibility into every interaction.
Book Your Free Demo