Omnifon

BACKGROUND

I am the Support Manager of TXM GLOBAL SERVICES

In mission-critical environments, connectivity and systems integration cannot afford downtime. At TXM, we bridge the gap between complex software architecture and operational performance. We integrate disparate systems, establish resilient connections, and streamline workflows through tailored technology solutions designed specifically for the telecom, high-tech, and industrial markets.

OPPORTUNITY / CHALLENGE

• To provide tech support to TXM's AWS customers
• Reduce service interruptions
• Increase customer satisfaction

SOLUTION

• Online Search
• Referral

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Company values aligned

6-10 Employees

• First Contact Resolution (FCR): Resolve at least 80% of technical cases on the initial interaction.
• Service Availability: Drive a 5% increase in operational uptime and system access.
• Customer Satisfaction (CSAT): Maintain a benchmark score above 4.5 / 5.0 across all resolved tickets.
  
  
  

RESULTS & FEEDBACK

Our operational delivery is governed by three critical service commitments: driving First Contact Resolution (FCR) above 80% to eliminate customer friction, delivering a 5% measurable increase in service availability, and consistently sustaining a Customer Satisfaction (CSAT) rating above 4.5 on a 5-point scale.

We supported a project where our customer deployed services running on Amazon AWS, Omnifon acted as the first line support to receive, process and resolve incidentes. adhering to the ITIL process and meeting the SLAs

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

• In a sector with annual turnover rates exceeding 30%–40%, companies that maintain low turnover offer greater operational consistency, a shorter learning curve, and better institutional memory.
• Ability to analyze 100% of interactions (voice and text) using natural language processing (NLP) to detect sentiment, high-risk keywords, and satisfaction, rather than auditing only random samples of 1% to 2%.
• Clear Incident Management and Problem Management processes, synchronized with the client’s tools, ensuring that when a case is escalated to L3 or development, it includes telemetry, screenshots, logs, and detailed reproduction steps.

The service execution has been solid and SLA compliance is right on target. An area to refine would be notification speed during unexpected volume spikes or system outages, ensuring both teams align even faster on contingency protocols.

BACKGROUND

Please describe your company and position.

 I am the Service Leader of an automotive company 

Describe what your company does in a single sentence.

Transnational company with various business lines related to the production of auto parts

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Omnifon to accomplish?

• Helpdesk Service

SOLUTION

How did you find Omnifon?

Referral

Why did you select Omnifon over others?

High ratings

How many teammates from Omnifon were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

First-level support for users of IT-related services in 7 countries: Mexico, USA, Spain, Italy, Czech Republic, Poland, and China

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The user experience when contacting helpdesk services improved significantly.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The service was successful thanks to Omnifon’s commitment, as they provided the contracted number of resources, most of whom were fully dedicated.

What was your primary form of communication with Omnifon?

Virtual Meeting

What did you find most impressive or unique about this company?

They offer good service—among the best in the area—along with a wide range of commercial offerings designed to enhance the user experience.

Are there any areas for improvement or something Omnifon could have done differently?

Demos from other services could be faster.

BACKGROUND

Introduce your business and what you do there.

I'm the managing director of a telecommunications company. We operate multiple global contact centers, providing customer service and support solutions since 1998.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Omnifon?

We needed help with our stringent SLA and AHT requirements.

SOLUTION

What was the scope of their involvement?

Omnifon provides omnichannel contact center services in five different languages. The team handles phone, email, and chat support.

What is the team composition?

We work with 6-10 teammates from Omnifon.

How did you come to work with Omnifon?

Someone referred Omnifon to us. We chose them because they were close to our geographic location, their pricing fit our budget, they had a great culture fit, and their company values aligned with ours.

What is the status of this engagement?

We worked together from October 2018 to May 2025.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Omnifon has helped us with language availability, SLA targets, and AHT adherence. The team has achieved an AHT of less than five minutes and an SLA of 85% within 45 seconds.

How did Omnifon perform from a project management standpoint?

Omnifon's team is very proactive and delivers within or before the target date. We communicate via in-person meetings, virtual meetings, and email or messaging apps.

What did you find most impressive about them?

I'm impressed with the agility and flexibility of Omnifon's team. Their CEO, directors, and team leaders are constantly aware of the project.

Are there any areas they could improve?

I can't think of anything for Omnifon to improve. They've executed the project flawlessly.