Client: Morele.net
Industry: E-commerce
PLFON Services: SIP Trunk, numbering, technical support
Client Account Manager: Tomek Kowalczyk, Deputy Sales Director at PLFON
Due to a growing volume of customer inquiries and the increasing workload of the Order Fulfillment and Customer Support departments, Morele.net decided to modernize its telecommunications system. They needed a solution capable of efficiently managing both incoming and outgoing calls while maintaining high quality, reliability, and flexibility.
Our collaboration with Morele.net began in March 2021, during a period of rapid growth in the e-commerce sector triggered by the COVID-19 pandemic. As shopping activity shifted heavily to online channels, companies like Morele.net had to scale their systems quickly. That growth continued even after the pandemic, and our partnership evolved alongside their expansion.
Morele.net chose to transition to a new contact center system, phasing out its previous solution. At the same time, they tested our SIP service, which was positively evaluated in terms of call quality and system stability—critical factors in the e- commerce environment. After completing the testing phase, they proceeded with a full rollout of our solution, beginning the gradual migration of their phone numbers to PLFON.
Solution
PLFON delivered a tailored configuration that included:
- implementation of a SIP Trunk to handle voice traffic in both directions,
- assignment of appropriate numbering and deployment of a dedicated helpline number,
- full technical and consulting support throughout the entire process—from initial testing to migration and ongoing operations.
The collaboration was closely coordinated with Tomek Kowalczyk, who was responsible for communication with the Morele.net team and aligning our solutions with their evolving needs.
Results
The implementation enabled:
- improved customer communication, especially during peak hours,
- seamless handling of outbound calls by consultants,
- centralization and streamlining of number allocation within the organizational structure,
- uninterrupted service continuity during the transition to the new Thulium environment.
The system runs stably and meets the high standards of a major online retailer, where reliability and customer service quality are absolutely essential. Our solution has proven effective in the fast-paced e-commerce landscape, supporting scalability, high availability, and operational flexibility.
Client Testimonial
“The implementation helped us optimize call traffic management and organize departmental operations more clearly. We’re satisfied with the rollout—communication with our account manager was smooth, and everything was tailored to our real needs.”
— Morele.net Team
