Meet Call Box

Call Box’s groundbreaking, generative AI-powered software gives businesses insight into their phone call operations to make call handling more efficient and improve the caller experience.

Its solutions address one of the biggest business challenges faced by business-to-consumer companies: extracting and presenting actionable data and intelligence from phone calls, text messages, and other communication channels.

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The challenge

Over twenty years, Call Box has grown to become a leader in call-tracking technology. However, the company was operating using tools and workflows that couldn’t accommodate its scale. Its team of developers managed everything through an outdated project management tool built in-house.

“It's hard to be a growing organization when your tools are so limited,” says Steven Hamrell, Director of Product Management. “We weren't able to detail out hours spent on a task and what tasks made up a project. And it was impossible to predict our deliverables and timelines.”

The tool provided only high-level project tracking, which meant that details were often lost or difficult to find. As a result, the development team struggled to manage sprints, let alone set long-term goals and plan roadmaps.

Most importantly, customer satisfaction was at risk. Some customer requests were lost and forgotten in project threads, and the inability to plan effectively prevented customer-facing teams from accurately communicating timelines.

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The solution

Why monday dev?

“To continue to be the leader in our space, we needed to embrace new technology and move toward a more agile method of planning and delivery,” says Steven.

After comparing three different solutions, monday dev was clearly the best choice for their team.

“The other systems we explored were rigid and lacked the ability to nest and marry items together,” says Steven. “They were also so complex that it would also require a full-time administrator to run. We loved that anyone on the team could easily get up to speed with monday dev.”

When Steven asked a handful of developers to test drive monday dev, the feedback was unanimous that it was very easy to use. After its initial adoption, they spent less than an hour training the development team and no longer find it necessary to train new team members.

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“We turn them loose and tell them to ask a question if they get lost — and I never get questions,” says Steven.

Increasing delivery predictability

“With monday dev, we can plan up to eight months in advance,” says Steven. “It has allowed us to capture everything that is happening, which results in us knowing more about what it takes to do the work that we do. We’ve become more predictable in what we can deliver each sprint.”

Using monday dev, Call Box’s development team has set up templates to standardize its development workflow, generating tasks and clear delivery timelines that are visible to all stakeholders within the organization. They can connect the execution of engineering tasks to the larger company strategy by tying epics to quarters and project initiatives. And, from the epics, they can plan the team's capability and resources based on big-picture priorities.

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Accelerating time to delivery

Call Box leverages monday dev's out-of-the-box sprint management automations. This helps them reduce the manual work of assigning and notifying the right people when something is ready for them to work on or needs their attention. For instance, their UX designer is notified immediately when a front-end story is created.

Additionally, an integration with Zendesk automatically intakes customer requests and routes them into the bug queue to be assigned to a developer. Once the update is complete, details are pushed back to Zendesk so customer-facing teams can immediately update the customer with the most accurate details.

“Automations like these keep us moving faster,” says Steven. “But, after implementing monday dev, we’ve also seen a significant decrease in the number of post-release defects and follow-up items after each release so the workload is more manageable.”

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Providing live updates to customers and leadership

With monday dev, teams at Call Box now have access to live dashboards that provide a high-level overview of where every initiative stands, with the ability to click in and see granular details.

This allows customer-facing teams to provide faster, more accurate updates to customers, including the status of the defects being worked on and information about new feature releases. Additionally, when working on longer-term roadmap plans, access to these dashboards enables customer-facing teams to stay in tune with what is happening and accurately communicate details to their customers.

“This visibility is also so valuable for our leadership team,” says Steven. “When my EVP or CTO has a meeting and needs to report on roadmap progress, they can easily pull up the dashboard and see exactly what's going on.”

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The impact

Using monday dev, Call Box’s development team has implemented strong go-to-market processes that empower them to anticipate delivery timelines, deliver faster than ever before, and improve customer communication.

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