Why Plivo

• Needed to replace current VoIP solution due to lack of reliability and excessive
  complexity
• Required a highly scalable solution in anticipation of company growth that was
  also cost effective
• Implemented an automated workflow process with Plivo that delivered a ten-fold
  revenue increase in less than five months

Challenge

MeuTarô, a Brazilian company, is a marketplace for astrological consultants. Customers are able to search a database of consultants, purchase minutes and request a call with the desired consultant. Starting out as a small, home-based company the team opted not to setup an internal call center and chose a consumer oriented VoIP service for their needs. While this service was helpful in starting their business MeuTarô soon learned it would not allow them to achieve their business goals.

As MeuTarô began to grow the VoIP service was becoming difficult and time consuming. Connecting their customers with consultants required too many steps, the process was long, complex and ultimately not scalable or cost effective. They needed a platform that would integrate with their applications to simplify this and automate their workflow. Customer satisfaction was another key factor; with 50-60% of calls currently dropping MeuTarô was challenged to find a reliable alternative to ensure call quality.

Another business issue was that the company used third party astrological consultants and the old process allowed the customer and the consultant to exchange personal information. This resulted in consultants often going direct, stealing MeuTarô's customers.

This flawed solution was resulting in unhappy customers and revenue loss. The company needed to make a critical business decision and do so quickly.

Solution

While searching for a hosted telephony API solution the team at MeuTarô came across a few providers that met the key criteria and requirements they needed, Plivo included. Emilio Pueschmann, founder of MeuTarô began to evaluate vendors, "I reached out to the Plivo team and there was an instant connection. They were fantastic and extremely quick to respond." Great support, coupled with a powerful platform put Plivo ahead of their competitors, which provided inferior support and bad call quality. The other vendors claimed to have flexible platforms but as MeuTarô discovered once you dug deeper into their solutions it was just a turnkey service. "They provide you with code and let you go, with no support" explained Pueschmann.

Using Plivo's simple-to-use APIs the team at MeuTarô was able to quickly and smoothly implement their internally developed applications. These applications allowed MeuTarô to create the workflow processes they needed to simplify their processes, protect the identity of customers from consultants and automate their service. MeuTarô quickly saw results, "Within five months we saw that revenue had increased 10 fold. Plivo has mastered call quality in Brazil," said Pueschmann. Plivo provided MeuTarô the means, tools, and support to connect their customers with consultants, the bread and butter of their business.