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Home | Success Stories | SunCulture – Case Study

Use Case

Instant Caller Identification

Industry

Climate Tech

Solution

CRM Integration & Omnichannel Transformation

SunCulture Scales Farmer Customer Service With CRM Automation

SunCulture partnered with Call Center Studio to connect its 250-seat contact center directly to Sundesk CRM. With real-time caller identification, a Smart Scripter that adapts to whether the farmer is already on record, and automated ticketing on every call, agents open each conversation with the customer's history already in front of them—cutting handling time, removing manual data entry, and serving farmers in both English and Swahili across voice and WhatsApp.

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Instant Caller ID

Sundesk CRM Sync

Smart Scripter

Dynamic Agent Workflows

Dual-Language IVR

English & Swahili

With Sundesk CRM wired directly into the contact center, SunCulture's agents no longer search for records before they can help — profiles load as the call arrives and every interaction is logged without anyone typing it. Because agent updates sync back through the Sundesk APIs in real time, the record stays a single source of truth across voice, WhatsApp and the dual-language IVR — supporting faster handling, cleaner data and more consistent service for farmers.

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Account Director

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