SunCulture
AloTech integrated the phone system of climate tech company SunCulture with Sundesk CRM; the system recognizes callers the moment their call enters the queue, every call is logged as a ticket without agent intervention, and support is provided in English and Swahili.
SunCulture Scales Its Farmer Support Line with CRM Automation and Multilingual Support
The solution built with SunCulture comes under the heading of CRM integration and omnichannel transformation. Connecting the phone system to Sundesk CRM eliminates manual steps in calls from farmers, while multilingual support in English and Swahili increases accessibility.
Why AloTech?
Instant customer recognition eliminates the need for manual documentation and profile searches. As soon as a call reaches an agent’s queue, the system queries the Sundesk database, and the information the agent enters is written back to the CRM in real time through Sundesk APIs. The operation thus runs on a single source of truth.
Challenges Facing the Farmer Support Line
Agritech operations handle high volumes of calls from farmers. Manual customer recognition, profile searches and data entry lengthen handling times and lead to inconsistencies in customer records.
Real-Time Caller Recognition When the Call Enters the Queue
Integrating the phone system with Sundesk CRM provides real-time caller identification, automatic ticketing and instant access to customer data. As soon as a call reaches the agent’s queue, the system instantly queries the Sundesk database.
As a result, agents provide faster, more consistent support for irrigation-related services.
Two-Way Data Flow and a Single Source of Truth
Using Sundesk APIs, all information updated by the agent is synchronized with the CRM in real time. This keeps records consistent on a single source of truth.
Smart Agent Interface: Existing and New Customer Paths
The Smart Scripter is a dynamic interface that triggers different workflows depending on the caller’s status. The system follows a dynamic path based on the caller’s data status.
If the phone number matches a record, the Scripter automatically fills in the customer’s name and history for personalized service. If there is no record, a blank form opens, and the data the agent enters is sent to Sundesk instantly to create a new profile.
Automatic Documentation Without Agent Intervention
Every call is logged in Sundesk as a “Ticket” without agent intervention. Agent notes and call details are automatically added to the relevant customer profile.
Omnichannel Hub: Active Channels
Inbound and outbound voice calls are the primary support channel for troubleshooting and information requests. WhatsApp is used as the key channel for providing direct help to farmers in rural areas. The English and Swahili IVR offers a bilingual entry point for localized support.
Operational Benefits
With manual searches eliminated and profile loading automated, agents focus directly on the farmer’s technical issue instead of retrieving data, and agent handling time gets shorter.
With a capacity of 250 people, the operation handles complex troubleshooting for irrigation systems more efficiently thanks to structured data collection.
Automatic synchronization prevents human error in manual record-keeping, and every interaction is tracked through the automatic ticketing system.
SunCulture Grows Stronger with AloTech’s Omnichannel Communication Solutions
After the phone system was integrated with Sundesk CRM, when a call comes from a registered number, the agent finds the customer’s name and history ready on screen; if there is no record, the form that opens instantly creates a new profile in Sundesk. Ticketing is completed without anyone having to type, two-way synchronization keeps records in a single source of truth, and the English and Swahili IVR plus WhatsApp make irrigation support accessible in the farmer’s own language and on the channel they have at hand.
- Company: SunCulture
- Industry: Climate Technology
- Operation Size: 250-person capacity
- Product
- AloTech Cloud Call Center
- Bilingual IVR (English / Swahili)
- Solutions
- Inbound and Outbound Voice Calls
- CRM Integration (Sundesk)
- Smart Scripter
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