An international marketing agency enhanced their remote work with VoIPstudio

Industry

Marketing & business services

Company Size

1-10 Employees

Headquarters

Valladolid, Spain

Founded

2012

About

Nementio is an international marketing agency based in Spain, specializing in inbound marketing and marketing services for technology and SaaS companies. One of its main lines of business is supporting global IT companies to develop the Spanish and Latin American markets.

To provide these services, the agency currently has a team of six people who share the tasks of management, marketing consultancy, design, and content creation, as well as a group of external collaborators.

The Challenge

In 2020, the agency shifted to remote work in response to the COVID-19 pandemic. What began as a temporary adjustment quickly proved effective, and thanks to positive results and employee satisfaction, the team has continued working remotely by choice.

Prior to this change, the company relied on a single landline during office hours, which was sufficient for handling customer inquiries. With the entire team now working from home, a new question arose: who answers those incoming calls?

In the physical office, anyone nearby could pick up the phone and redirect the call to the appropriate colleague. But replicating that simplicity in a remote setting, without relying on personal mobile phones, posed a challenge.

Additionally, the agency’s expansion into international markets and the launch of the Ramabaya brand created a new demand for more structured call handling. It became essential to implement a phone system capable of routing calls to the right person from the outset, ensuring a personalized customer experience every time.

Our intention was clear: to be more efficient in receiving calls and that remote work was not an impediment to being able to attend to our customers closely and quickly.

The Solution

With the implementation of VoIPstudio’s cloud telephony solution, Nementio acquired a single telephone number that any of the employees could answer. In addition, they could do so from their laptops or mobile phones thanks to the softphone.

With the help of VoIPstudio support, they also set up an IVR auto attendant that handled incoming calls in their preferred language and allowed them to select whether they wanted to speak to Nementio or Ramabaya. This way, calls are automatically routed to the right person and the system notifies them the option chosen by the user so that they can be appropriately attended to from the start.

The system allows other needs to be met, such as the possibility for users to leave a message if they call out of hours, which is very important considering the time differences with foreign customers. It also allows recording calls, which helps take notes later or remember essential details.

VoIPstudio has given us a powerful, fast, and cost-effective way to communicate.

VoIPstudio has given us a powerful, fast, and cost-effective solution for our remote communications in a multi-brand environment. I wish we had known about it sooner.

The Impact

The setup process was completed in just one day, without the need to purchase or distribute any new equipment to employees. The goal was clear: to maintain high responsiveness and close customer engagement, even while the entire team operated remotely. VoIPstudio enabled the agency to achieve this with ease and efficiency.

While many companies hesitate to switch phone systems or change numbers, Nementio chose to adopt a new one. This change was seen as an advantage, allowing the agency to select a number that was more memorable, appealing, and professional from a customer-facing perspective.

Additionally, concerns around the complexity of VoIP setup were quickly addressed. With timely support from VoIPstudio, the team received clear guidance and quick responses to their questions, ensuring a smooth transition and helping them unlock the full value of the platform from day one.