"We are not a tanker but a speedboat"
With Dialfire onboard, Hey Contact Heroes navigates flexibly and innovatively through dynamic market demands.When you speak with Benjamin Barnack aka Ben, CEO of Hey Contact Heroes, one thing stands out right away: innovation and flexibility are the cornerstones of their success. This 100% remote-working contact center has made it their mission to improve customer experiences through modern technologies – with Dialfire as their constant companion. Ben summarizes it succinctly:
"Dialfire is more than just a tool for us – it’s a partner that gives us the speed and innovation we need to sustainably excite our clients and their end customers."
"We are not a tanker but a speedboat – dynamic, flexible, and ready to implement trends and innovations in customer service."
Challenges in the Industry
Ben understands that there’s no room for stagnation in customer service. Increasing demands, outdated structures, and the need for rapid responses are pressing challenges. Hey Contact Heroes has faced these issues head-on:
Rising Customer Expectations
Customers increasingly expect faster, more flexible, and personalized solutions.
Outdated Processes and Structures
Many companies still rely on processes from 10–15 years ago that are long outdated. As Ben puts it: "The zenith of many systems has long been reached."
Slow Response Times
Clients working within rigid structures require partners who can counterbalance this pace.
Why Dialfire?
Hey Contact Heroes evaluated numerous tools rigorously – and Dialfire stood out with three exceptional qualities:
1. Flexibility and Autonomy
Hey Contact Heroes particularly values the ability to manage campaigns and processes independently and quickly:
- Self-Sufficient Management: Campaigns can be configured and managed without external assistance.
- Minimal Training Effort: Even complex campaigns can be created after a brief introduction.
Ben explains:
"We don’t need manuals or lengthy training – Dialfire is intuitive and provides the autonomy we need."
2. Innovative Capabilities
Dialfire excels in proactively addressing technological trends and market changes:
- New Features: Technological trends are recognized early and directly integrated into the platform.
- Future-Proofing: New technologies and features are continuously developed.
"Dialfire doesn’t wait for the market to catch up. They’re already there when the wind changes."
3. A Partnership on Equal Footing
Hey Contact Heroes appreciates the direct support and collaboration on personalized requirements:
- Accessible Partner: Support and customization are quick and reliably available.
- Data Security and Stability: Dialfire ensures the highest standards of data protection and system reliability.
Ben summarizes the partnership:
"We didn’t want an anonymous vendor but a partner who supports us in our daily business – and that’s exactly what we found in Dialfire."
Impressive Results
The implementation of Dialfire went smoothly for Hey Contact Heroes and delivered significant advantages:
Time and Resource Efficiency
- Manual processes have been automated, saving time and costs.
- Campaign adjustments or reporting take only minutes.
Scalability
- Growing from 0 to 470 employees – Dialfire effortlessly supported the growth of Hey Contact Heroes.
Improved Data Quality
- Real-time data and seamless integration ensure consistent and reliable processes.
Custom Reporting and Monitoring
- Reports and dashboards can be tailored to meet the needs of clients and teams flexibly.
"With Dialfire, we have exactly the speed and flexibility we need to succeed."
Hassle-Free Implementation
The introduction of Dialfire was seamless:
Quick start:
Teams were able to start working productively from day one with minimal training.
Ease of Use:
New employees quickly familiarize themselves with the system.
Ben recalls:
"The implementation was so seamless that it hardly made a sound. That’s exactly what you want."
Wishes for the Future
Despite great satisfaction, Ben expresses one wish:
"I’d love to see a user forum or roundtable where Dialfire clients can exchange ideas – not just about technical aspects but also use cases and best practices."
Conclusion:
A Success Story with a Bright Future
Hey Contact Heroes and Dialfire demonstrate how technology and partnership can revolutionize an industry. From optimizing internal processes to flexible and scalable customer service, they set new standards.
Ben concludes: "Dialfire accompanied us on our journey from 0 to 470 employees. Together, we’re shaping the future of customer service – flexible, innovative, and collaborative."
With Dialfire as a reliable partner, Hey Contact Heroes is ready to continue investing in innovations and staying ahead of market demands for their clients.
About Hey Contact Heroes
Company
An internationally established contact center.
Mission
100% remote customer service, focused on digitization and innovation.
Size
Grown from 0 to 470 employees in less than three years.
USP
Agility, flexibility, and the use of cutting-edge technologies to support clients in hybrid and digital services.