Before you book another demo
Most CX evaluations start in the wrong place
Mid-market contact centres across Australia and New Zealand going through a CX platform selection are routinely shown platforms they do not need, at price points they cannot justify, by vendors with a quota to hit.
30 minutes with a CX expert. No pitch.
Client result
National Pharmacies replaced inboxes and spreadsheets across 65+ locations
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Extra headcount added to scale support across 65+ stores
Problem
Support across 65+ locations ran on shared inboxes, spreadsheets and phone calls. No single view of what was open, what was resolved, or how long things were taking.
Approach
A phased Freshdesk rollout. We mapped every workflow first, configured only the essentials, and held the complex features back until real usage showed they were needed.
“Freshworks suggested KlickFlow and it was obvious early on that they understood how a support operation runs. Our team had never used a helpdesk platform before. Instead of turning on every feature, they took the time to map how we work and set Freshdesk up around that. They gave us a plan, and what they delivered was the plan. Phase 1 was live in six weeks across 65+ locations. They haven’t walked away since either. When we need something changed, they sort it.”
Nicole McLaren
Head of Support, National Pharmacies
Some of this will sound familiar
Most CX platform selection is vendor driven. Not requirements driven
- Every platform looks impressive in a demo. Go-live tells a different story.
- Your shortlist has platforms built for contact centres ten times your size.
- Selection started before anyone mapped your channels, workflows, or agent requirements.
- A vendor or internal champion is driving the decision. Independent analysis is missing.
- CSAT is already slipping and the platform decision keeps getting delayed.
What this looks like for you
You know which platform to choose before any vendor is involved
30 mins
01. The diagnostic call
You get an honest view of what your contact centre needs.
1 – 2 weeks
02. Requirements mapping
Your channels, workflows, and integrations are documented before any vendor is contacted.
2 – 3 weeks
03. Vendor evaluation
Every platform assessed against your requirements. Not vendor claims or analyst rankings.
1 week
04. The recommendation
You leave with a clear recommendation and the rationale to act on it.
We work across every major CX platform
What makes this different
Most CX platform selections look like this. We do not
How most selections go
Selection process driven by vendor demos.Shortlist built from analyst rankings, not your contact centre’s needs.Freshworks partner recommending Freshworks regardless of fit.A process that runs for months before you get any direction.The report lands and the decision still feels unclear.
The KlickFlow approach
- Requirements are defined before any vendor is contacted.
- Every platform is evaluated against your channels, workflows, and requirements. Not industry lists.
- We recommend Freshworks when it is the right fit. We have recommended other platforms when it is not.
- You know which platform to choose before the engagement ends. Not after.
- You leave with a clear recommendation and the rationale to defend it internally.
Common questions
Questions worth asking before you book the call
You are a Freshworks partner. Will you just recommend Freshworks?
No. Our Freshworks partnership gives clients better commercial terms when Freshworks is the right choice.
It does not change the recommendation when it is not.
We have recommended other platforms when the requirements made a different option the stronger fit. A recommendation you cannot trust is not a recommendation.
How is this different from reading analyst reports?
Analyst reports rank platforms against generalised criteria.
We evaluate platforms against your specific channels, your agent workflows, your integration requirements, and your contact centre’s size.
A platform that ranks highly in an analyst report may be completely wrong for a mid-market contact centre of thirty agents.
What does the recommendation look like?
A clear written recommendation with the rationale behind it.
Which platform. Why. What the commercial position looks like. What the risks are.
You leave with something you can act on. Not a document that requires another round of interpretation.
What if our timeline is under pressure?
Timeline pressure is one of the most common reasons contact centres end up with the wrong platform.
We will not compress the process to the point where the recommendation is unreliable.
If your timeline is very short, the diagnostic call is the right place to start. We will tell you honestly what is achievable.
What does this engagement cost?
It depends on the complexity of your contact centre and how many platforms need to be evaluated.
The cost of a requirements-led selection is significantly less than the cost of choosing the wrong platform and replacing it eighteen months later.
The diagnostic call is free. Pricing is one of the first things we cover.
What if the right answer is to stay on the platform we have?
We will tell you.
If your current platform is the right fit and the problem is in the configuration or the processes running on top of it, we will say so.
Platform selection and CX platform optimisation are separate engagements. We recommend the right one for your situation.
Find the right platform for your contact centre
30 minutes with a CX expert. No pitch.