73% more new business.
Zero missed calls.
From 104 missed calls a day to zero, scaling lead capture 24/7 without adding a single hire.
Numbers worth framing
73%
more new business
43%
more leads captured
104 → 0
missed calls per day
0 hires
needed to scale the operation
Who we partnered with
One of the UK's largest umbrella payroll companies, operating at scale, where every missed call is a lost opportunity.
Client
Parasol Group (part of Caroola Group)
Industry
Payroll & Employment Services
Scale
250,000+ contractors · 8–9k paid weekly · ~£800M turnover
Use cases
Inbound voice AI, chatbot, lead qualification, appointment booking
Integrations
Salesforce CRM, automated email follow-ups, telephony
Featuring
Steve Wortley, Chief Operating Officer
The short version
Challenge
104 calls missed daily. Limited hours. A legislative change about to flood volumes with no room to scale headcount.
Solution
AI voice agent and chatbot handling inbound 24/7, pre-qualifying leads, booking appointments, and syncing to Salesforce.
Result
73% more new business. 43% more leads. Zero missed calls. Scaled without a single hire. Now expanding across the group.
A growing market, a shrinking window
In umbrella payroll the product is a necessity: if a contractor can't get through, they call someone else.
Parasol Group is one of the UK's largest umbrella payroll companies, paying 8,000–9,000 contractors every week across a £800M operation. The business was already under pressure: 104 inbound calls a day going unanswered, limited out-of-hours coverage, and a legacy chatbot that wasn't driving enquiries.
Then a major legislative change threatened to flood volumes unpredictably. They needed to scale, fast, without scaling headcount. Training a new hire takes six weeks. The AI agent knows what to say from minute one.
“We need to capture as much of our market as possible. It means we can't afford to miss a single call. If we miss a call, they will go on to our competitor and speak with them.”
Steve Wortley
COO · Parasol Group
Every call answered, every lead captured
A voice agent on the new-business line, an AI chatbot on the site, and Salesforce wired in behind them.
Cloudax deployed an AI voice agent on Parasol's new-business line and replaced the legacy chatbot with an AI-powered alternative, both handling calls 24/7, qualifying leads, answering FAQs, and automatically booking follow-ups.
Every interaction syncs to Salesforce, creating a new opportunity and triggering a transcribed summary email to the team. By the time a live agent picks up, the prospect is pre-sold and booked in.
“They are adaptable to our needs and move very quickly. We loved the demos we received and for me, it was a no-brainer to put my support behind Cloudax.”
Steve Wortley
COO · Parasol Group
The shift
Before
After Cloudax
104 missed calls per day
Every call answered, 24/7/365
Mon–Sat 9am–5:30pm only
Always on: evenings, weekends, holidays
6 weeks to train a new hire
AI agent ready from minute one
Agents on repetitive compliance questions
Agents focused on selling and upselling
Chatbot wasn't driving enquiries
AI chatbot sells and books meetings
Capturing a wave of demand, without the hiring bill
A legislative change was driving a wave of new demand into the contractor payroll market. Cloudax enabled Parasol to capture it, at a scale that would have otherwise required two additional full-time hires they didn't need to recruit, train, or onboard.
Live agents no longer walk through repetitive compliance details. They spend their time on the real features and benefits of Parasol, building rapport, and upselling. Parasol now has extreme confidence that whatever volume comes their way, they can meet it.
As Steve puts it: “We have an instant employee, and if we need ten new employees, we can have that.”
“Where Cloudax helps us dramatically is when our calls come in at such scale, Cloudax allows us to not miss a single call. This gives our live agents much more time to concentrate on getting prospects to join Parasol.”
Steve Wortley
COO · Parasol Group
Scaling across the group
The parent company's decision to adopt Cloudax across additional brands says it all.
Parasol is already expanding Cloudax into outbound calls for upsells and lead reactivation, rolling out to operations for existing customer support, and extending the technology up to its parent company, Caroola Group.
“For any business that's inquisitive, speak to Cloudax; they will very quickly determine whether they are positioned to help you. Don't wait for a year's time, because in a year's time it will all be different. If you carry any degree of scepticism, speak to Cloudax as soon as you can. I am sure they can help you.”
Steve Wortley
COO · Parasol Group
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