Cloud telephony for food service industry

Grow business with better customer calling experience

cloud telephony for marketplace

Our customer

Sodexo is the global leader in services that improve Quality of Life, an essential factor in individual and organizational performance. Operating in 67 countries and with a large workforce, Sodexo serves 100 million consumers each day through its unique combination of On-site Services, Benefits, Rewards, Personal and Home Services.

Their challenges

In spite of the fact that they have 48,000+ employees working with them, Sodexo has always tried to ensure a top-notch experience for their employees. Prior to MyOperator, they had a tollfree number in place for all their HR-related queries. However, even with a tollfree number, their HR team was overburdened with a high volume of calls.

This high amount of calls everyday was impacting productivity and service delivery since there was a pattern of repeat queries or similar query type. Attending 150+ calls everyday and giving the same kind of information to different employees was a considerable effort and a resolution time was a key measure for HR deliveries which needed consistent improvement.

challenges of marketplace

Their success

As a solution to the above-mentioned problems, MyOperator provided them with a full-fledged solution consisting of multi-level IVR, virtual number, a comprehensive panel for their constant monitoring of calls, and an advanced level API integration with their HR software.

All the probable queries like the application of leave, checking leave balance, salary issues, Employee information update, and others were mentioned in the IVR menu. Employees could easily select their issue in the IVR menu and a robotic voice would answer them with the respective data/confirmation.

This solution together resulted in:

  • 3X faster responses time for their employee inquiries
  • 80% reduction in manual call handling of their HR team

This distinctive solution provided by MyOperator has majorly bought productivity improvement of the HR team and allow them to effectively manage their routine tasks. The result has surpassed our expectations and the system has significantly assisted us in bringing the required ease for our employees.


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