"We expect to reduce our costs for external answering services by 50-70% by replacing them with IVR."
Stefan Hjelm
IT Manager at Nordic Infucare
About the company
The pharmaceutical company Nordic Infucare has a presence across the Nordic region and over 40,000 patients. But they wanted to put the customer at the center when it came to their telephony as well, so they chose to switch to Telavox. Stefan Hjelm is the IT Manager for the Nordic region and has seen a lot of benefits after the switch.
The challenge
Careful preparation yielded a good result
Stefan emphasizes that the switch to Telavox was a major effort to put the customer at the center.
“Our main focus was on the customer experience. Our main goals were a higher response rate and faster service, which Telavox helps us achieve,” he says.
For the transition, it was decided to start from scratch and take a holistic approach to the company’s communications and switchboard service.
“We simply started from scratch, with a white sheet of paper and a number of internal scenario-based workshops and interviews. We involved all parts of the business, which proved to be a success factor,” says Stefan.
The work resulted in well thought-out and well-supported flow charts, and a new and deeper knowledge of the business needs.
The solution
Smart planning means lower costs and happier customers
Based on the new insights, Stefan and his colleagues created a new scheme for the entire company’s communication.
“By creating a smart structure for our call loops, and by leveraging IVR to get the calls right from the start, we have been able to significantly reduce our overflow. This improves both our cost efficiency and our customers’ experience,” says Stefan.
One objective was to replace an expensive external answering service with automated IVR (Interactive Voice Response).
Stefan estimates that this change alone will create significant savings opportunities for the company.
“We expect to reduce our external answering service costs by 50-70% by being able to replace this external answering service with IVR as much as possible. We have also simplified our daily work and made savings by reducing the total number of platforms we use,” he says.
"With Telavox we can give our customers better service. They go straight to the right place and can choose to be called if they want."
Stefan Hjelm
IT Manager at Nordic Infucare
The result
Joint communication improves cooperation
Stefan emphasizes the importance of ensuring clear ownership of the solution internally.
“Clear ownership combined with the simple platform for administration allows us to continue to develop and improve the solution in-house,” he says.
A key benefit is the synergies that arise when colleagues can see each other’s availability. The flexible set-up allows employees to back each other up regardless of their geographical location.
“It allows us to help and plan our staffing in a better way – even across borders,” he says.
Read more: Cross-border collaboration – with the right switchboard
With switchboard, telephony and internal communications in place, new projects are now underway to provide the best possible service.
“We are now looking forward to continuing our work for an even better customer experience. The next step will be to prepare an integration of Telavox with our other internal systems. The goal is a complete omnichannel and case management system integrated with our telephony solution,” says Stefan.
