How Motto Auction by Carro moved its phone line and LINE chat onto one platform

TL;DR. Motto Auction by Carro (Thailand) became a KLINK customer in 2025. It had been running on an aging on-premise phone gateway that carried calls and recorded nothing about them. Today its phone line and its LINE Official Account sit in one KLINK workspace, on a virtual 02 Bangkok number hosted on KLINK, with call recording, call reports, contact records and case tracking behind both.

At a glance

• Company: Motto Auction by Carro (Thailand)
• On KLINK since: 2025
• Moved from: an aging on-premise phone gateway
• Channels on KLINK: voice, on a virtual 02 Bangkok number hosted on KLINK, and LINE Official Account chat
• KLINK products: klink.cloud omnichannel inbox, cloud voice with call recording, contact records, case tracking and call reports

Why move off an on-premise phone gateway?

An on-premise gateway does one job, and it usually does it for a long time. Calls arrive, calls are answered, and the business carries on. The problem is everything the gateway does not do.

Motto Auction's old setup had no call reports, so there was no easy way to see how many calls came in yesterday, how many went unanswered or when the busy hour was. It had no customer records, so a caller was whoever the person answering remembered them to be. It had no case tracking, so a question asked on Monday and followed up on Thursday was two unrelated conversations. And it had no call recording, so when an account came down to what was agreed on the phone, there was nothing to go back to.

None of that shows up as a fault. The line works. What is missing is the part of a conversation that outlives the call.

Can phone calls and LINE chats live in the same inbox?

They can, and for a Thai business that is the whole point. Customers who will happily spend ten minutes on the phone will also open LINE to ask a quick question, and they expect the business on the other end to be the same business either way.

On KLINK, Motto Auction's LINE Official Account and its phone line arrive in the same omnichannel inbox. A team member sees the queue in one place instead of switching between a desk phone and a separate LINE app. There is one view of who is waiting, whichever channel they chose.

What does a virtual 02 Bangkok number change?

Nothing, from the customer's side, which is the aim. They dial the same kind of Bangkok number they would have dialled before. Behind it, the line is a cloud service rather than hardware: KLINK telephony hosts the number, so adding a person to the queue is a setting rather than an order for an extra handset, and the line does not depend on one box staying healthy in one building.

It also means the call arrives inside the platform rather than beside it. That is what makes the recording, the routing and the reporting possible at all.

What do call recording, contact records and case tracking give a team?

Together they turn conversations into something a business can work with.

• Call recording gives a team a record of what was actually said, for training, for quality review and for the occasional conversation where the details matter.
• Contact records mean a customer is one customer, with their history attached, rather than a number that nobody recognises.
• Case tracking keeps a request open until it is finished, so a follow-up continues the same case while it is still open, with the earlier history one click away.
• Call reports answer the questions a supervisor could not answer before: how much came in, when, and how much of it was handled.

Why it matters

The same business on every channel. A customer who phones today and messages on LINE tomorrow is talking to one team with one history, not to two unconnected places that happen to share a brand.

Operations you can see. Reporting changes what a manager can ask. Staffing, busy hours and unanswered calls stop being opinions and become numbers that everyone is looking at together.

Nothing left on a box in a comms room. Replacing a gateway with a hosted number removes a piece of hardware from the critical path, and takes the growth question with it: more demand is a configuration change rather than a procurement cycle.

FAQ

What did Motto Auction use before KLINK?

An aging on-premise phone gateway. It carried calls and nothing else: no call reports, no customer records, no case tracking and no call recording.

Can KLINK provide a virtual 02 Bangkok number?

Yes. Motto Auction answers on a virtual 02 Bangkok number hosted on KLINK, so the line is a cloud service rather than a box in a comms room.

Can phone calls and LINE chats be handled in one place?

Yes. Motto Auction runs its phone line and its LINE Official Account in a single KLINK workspace, so a caller and a LINE customer reach the same team and the same records.

Does KLINK record calls and report on them?

Yes. KLINK records and reports on calls, and conversations are logged as cases linked to contact records, so a supervisor can see what was asked, who answered and what happened next.

If your phone system is the only system

Plenty of businesses are in the position Motto Auction was in: a line that works, and no record of anything that happens on it. KLINK brings voice and messaging into one contact center, with recording, reporting and case history behind both. Book a demo and we will map your numbers and your channels onto it.

About KLINK. KLINK is a communication platform provider (CCaaS, UCaaS, CPaaS) headquartered in Singapore and operating across Southeast Asia. klink.cloud, its omnichannel customer experience platform, brings voice and the messaging channels a team runs into a single workspace for contact center teams.