Funlab Enhances Its Customer Service Offering


A photo of "next level" puzzle piece

FunLab has partnered with Natterbox to streamline its customer sales and service capability.

FunLab, a leader in the hospitality-driven entertainment space,  has rolled out Natterbox’s cloud-based telephony system for its national contact centre and concierge service.

By implementing the new technology, FunLab have enabled their workforce to be more efficient and improve the service it offers to both existing customers and prospects.

Funlab is a privately held company whose family of brands currently includes Strike Bowling Bar, Sky Zone Australia and Holey Moley Golf Club Australia and New Zealand, Archie Brothers Cirque Electriq and B. Lucky & Sons and its newest brands to join the family, Juke’s Karaoke and Red Herring Escape Rooms.

Funlab creates WOW spaces where the world can experience fun at the next level and wanted a solution that would also WOW their customers over the phone.

By implementing Natterbox’s cloud-based telephony platform, FunLab has one holistic phone system – simplifying and enhancing its customer service offering across all of its brands.

Natterbox will also support FunLab employees by empowering them to more accurately service customers across all their brands.

One of the greatest challenges the company faced with its previous phone system was its limited integration with Salesforce.

It lacked comprehensive call reports, wrap-up codes and real-time wallboards in Salesforce.

Natterbox will enable the company to personalize the customer experience according to their brand and increase speed of engagement to increase customer satisfaction and loyalty.

The first phase of deployment allowed FunLab to meet the challenges of rapidly enabling employees to work from home during the COVID-19 crisis.

Phase two will see the introduction of the Natterbox PCI-compliant payment solution, enabling FunLab customer service agents to accept PCI-compliant credit card payments over the phone, whilst remaining on the call with the customer.

FunLab selected Natterbox for its market-leading technology, flexibility, and client partnership ethos, after a competitive review process.

Shannon Grant, IT – General Manager at FunLab, comments: “Natterbox was the perfect fit for Funlab.”

“As a business we strive to be guest-centric to deliver memorable experiences for our customers. Natterbox shares this mindset and has been a true partner.”

“The seamless integration with Salesforce has been a game changer. We have a deep level of reporting which enables us to better service our customers.”

Charles Heunemann, MD & VP Asia Pacific, Natterbox, comments: “We are very proud to welcome FunLab and their amazing brands Strike Bowling Bar, Sky Zone, Holey Moley Golf Club, Archie Brothers Cirque Electriq and B. Lucky & Sons to the Natterbox family.”

To find out more about Natterbox, visit their website.

Published On: 14th Apr 2020
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