Telfin services allowed to increase the loyalty of new Anti-Teningi customers by 60%

2025: Connecting to Telegram Softphone

Telfin"" connected the platform for online training Anti-trainings"" to Telegramto the softphone-, and also provided integration business telephony with. AmoCRM Thanks to the implemented services, the company improved dialing performance, reduced waiting time on the line, and also transferred all written communications with customers to a single Telegram account integrated with. CRM Telfin reported on May 13, 2025.

Anti-training is a platform for organizing online training. The service provides high-quality services for the technical organization of distance education for private experts and online schools. Thanks to a special designer for creating and promoting online courses, customers can not only conduct training and adaptation of employees, but also earn on paid courses and knowledge for an external audience. As of May 2025, about 1,300 online schools are located on the Antitreningi platform.

The Antitreningi company already uses Telfin services such as a virtual PBX, telephone numbers in the 8800 code and mobile ones, a Whatcrm widget for integrating telephony with instant messengers and a cloud storage for recording 500,000 minutes. This set of solutions made it possible to organize the platform from the entry level of support for private experts and promote online courses until entering a large business with the tasks of training employees and third-party partners. To improve the quality of service, in particular, increase the speed of communication in instant messengers and maintain a continuous history of communication in CRM, the company additionally connected the Telegram Softphone and the integration of amoCRM with the corporate Telegram account.

The key task of the platform was the availability of a single Telegram account for platform managers. Employees of the sales and customer management departments now have the opportunity to communicate with users of the Anti-Training service from a single corporate account, without using personal profiles for work correspondence. Thus, the business does not lose valuable information in the messenger and gets a unified idea of ​ ​ all the processes of the funnel of sales and account through CRM.

In addition to technical assistance, at the start of use of the product, Antitreningi supports customers throughout the cooperation. The sales department transfers the customer to the technical support and support department. To separate processes and for the convenience of clients, Antitreningi also connected two more virtual telephone numbers to Telfin, allocating different lines for different tasks. Also, the user can write his question to the company's Telegram account. The response time to an incoming message from Telegram via AmoCRM does not exceed 3 minutes.

Antitreningi set up more flexible routing scenarios and connected a call queue - calls are automatically transmitted to a less busy specialist. The answer time to an incoming call is 5-10 seconds. The customer corrected the algorithm, the speed of transfer to the next manager and the sequence according to his requirements. So, if the employee does not pick up the phone for 15-20 seconds, the call is transferred to the next manager. As a result, the connected service reduced line waiting times by 35%.

The main task of Antitreningi was high-quality and controlled communication between employees and customers. For the field of online education, the most prompt support and response to user applications is important, and for the convenience of customers, dialogues must be conducted both by phone and through instant messengers. A single Telegram account is a necessity for us, since it allows us to promptly advise clients on the difficult technical aspects of setting up the platform. High-quality customer support is the key to the stable and successful development of our platform. The emergence of a convenient format for communicating with customers and holding consultations made it possible to increase loyalty in the segment of new customers by 60%, - commented Alexandra Ryazanova, head of sales at Antitreningi.