"We needed a solution where someone took overall responsibility, and where we could combine both telephony and contact center in a flow that suited our organization"
Olof Berg
Infrastructure Area Manager
With high ambitions for customer experience, Fortnox has built a data-driven support organization with technology, structure, and smart integrations in focus. The result is an environment where both employees and customers receive the right conditions for good service.
About Fortnox
Fortnox is a Swedish tech company that offers cloud-based services for various business processes such as accounting and invoicing. The company has around 1,000 employees and offices in Växjö, Stockholm, Linköping, and Malmö.
Customer service as a strategic focus area
At Fortnox, customer service is the heart of the business. The vision is that every contact with support should be relevant, personal, and efficient, regardless of whether the customer seeks information themselves, chats, emails, or calls.
We strive to make our customer service as accessible as possible. By using our data, we can anticipate what the customer needs and direct them to the right channel and the right person immediately, says Liv Ortiz Andersson, Product Manager at Fortnox.
This means that high demands are placed on which systems are used. With Telavox integrations to Fortnox’s internal proprietary systems and Zendesk, they have created an ecosystem where technology meets service in practice.
The challenge: Two suppliers – without overall responsibility
Previously, Fortnox used two different suppliers for mobile telephony and their contact center, which created inefficiency and frustration. When problems arose, the suppliers often shifted responsibility to each other, and Fortnox had to act as an intermediary.
At the same time, their previous contact center supplier began shifting focus from telephony to chat and case management – something that did not match Fortnox’s needs.
We needed a solution where someone took overall responsibility, and where we could combine both telephony and contact center in a flow that suited our organization, says Olof Berg, Infrastructure Area Manager at Fortnox.
A partner that shares the culture – and simplifies daily work
When Fortnox faced the choice of a new communication solution, it was crucial to find a partner that shared their view on innovation, customer focus, and flexibility – but also could offer a system that was both user-friendly and stable. It was precisely these qualities that led to choosing Telavox.
We felt there were many similarities between our culture and Telavox. The platform suited our way of working and made it possible to combine telephony, mobile subscriptions, and contact center in one and the same solution, says Olof Berg, Infrastructure Area Manager at Fortnox.
By combining everything in one system, the administrative burden decreased, handling was simplified, and it contributed to a more efficient workday. For Fortnox, this meant not just a better toolbox – but also a stronger foundation for building further on their customer journey.
A partner that shares the culture – and simplifies daily work
One of the biggest gains for Fortnox is the ability to integrate Telavox telephony directly with Zendesk, which is their case management system.
When a customer logs into Fortnox’s customer portal and needs help, they are guided through a smart contact flow. Here, relevant articles and resources are presented, but if the need remains, the customer can easily start a case. If the customer chooses to be called back, Telavox’s callback API is activated, and a case is created in Zendesk with information about the question, category, and the customer’s ID.
For every incoming call, the case number from Zendesk is automatically displayed, giving Fortnox agents full insight into who the customer is and their case history even before the call begins.
This saves us endless time for the agent, and allows the agent to focus even more on solving the customer’s actual challenge instead of having to search around among internal systems to find customer information, says Carl Elmqvist, Head of Customer Support at Fortnox.
Simple administration and smart features
Telavox’s admin portal has also had a major impact on how Fortnox works. The platform is intuitive, which means more employees can handle the switchboard, queues, and settings without needing specialized training or external support.
– Previously, advanced training and many support tickets were required. Now it’s easy to administer yourself – it saves time and gives us control, says Tobias Persson, Domain expert support systems at Fortnox.
Among the features that Fortnox appreciates most in Telavox is the callback API, which is used frequently and plays an important role in creating structure and control in the customer flow. The ability for mass management of queues and IVR has also been significant, especially in a support organization with many contact channels and complex cases.
AI – the key to future support
Fortnox has a clear strategy for how AI should be used to improve their customer service. The vision is that AI should not only analyze and predict support needs but also independently handle cases of a simpler nature.
– We believe that AI in the future can completely take over triage – that is, the choice of the right team or channel. Instead of the customer being met with menus, AI can directly understand the problem based on previous interactions, says Tobias.
For this to become possible, Telavox is an important piece of the puzzle – primarily through the ability to extract call data and audio files to Fortnox’s internally developed AI system.
– The more we can analyze the user encounter, the better service we can create. Here, Telavox becomes a strategic partner for realizing our AI agenda, says Tobias.
Fortnox sees Telavox as a long-term partner – not just for telephony, but as a platform that enables future support.
From complexity to control – Fortnox's five most important gains
- One supplier for telephony and customer service
- Efficient management through integration with Zendesk
- Simple administration through user-friendly portal
- Faster and more accurate customer routing through Telavox callback API
- Support for Fortnox’s future AI initiatives
