Success Story
Industry
Financial Services
InLoop Cuts Helpline Call Volume by 60% with Digital Forms
50+
forms used daily.
200+
cases managed daily.
60%
reduction in helpline call volume.
Overview
InLoop is an Australian business focused on developing technologies that solve complex issues with smart and simple solutions. It houses several smaller brands, including Flexischools — a platform that enables families to order school canteen food through a convenient app. With FormAssembly, Flexischools efficiently serves both families and suppliers using over 50 active forms that aid in ticketing, troubleshooting, and feedback requests.
Challenge
Prior to implementing FormAssembly, Flexischools struggled to create forms that were coherent, direct, and helpful. Their users experienced tech-related issues with existing forms and needed a solution that was easy, readable, and to the point. Form creators wanted users to be able to navigate through each form and provide answers without frustration.
“[FormAssembly] is a great way to reach the goals that are important to us, making the forms as simple and direct as possible. We can’t live without this.”
Solution
With FormAssembly, Flexischools uses contact forms to link helpful FAQ articles, provide a direct point-of-contact, or create new ticketing requests. One of Flexischools’ initiatives using FormAssembly was creating a mobile-responsive contact form consistent with FAQ pages that users could access from their phone or the Flexischools mobile app. This has resolved congestion in the ticketing platform and reduced call volume with their customer success team by 60%. Now, the team only attends to critical issues over the phone that cannot be solved using other channels.
Results
50+
forms in active use.
200+
daily cases managed.
60%
reduction in helpline call volume.
Feature Highlights
Doha shared some of the FormAssembly features that help Flexischools provide a better experience for parents and suppliers.
