What was decisive for my choice was that Telavox has such a focus on customer service
Daniel Schwartz
IT Manager at Bröderna Brandt Bil
About the company
Bröderna Brandt Bil is a privately owned family business run by the fourth generation. In addition to servicing and selling cars at their facilities, they also have buses that take children to school in an environmentally friendly way. Bröderna Brandt is organized into three operating companies, which include the resale of cars and trucks.
Umanings
A cumbersome IT solution and a lack of customer service knowledge created an untenable situation for a company with 500 employees across 23 sites. Daniel Schwartz, IT Manager at Bröderna Brandt Bil, therefore started looking for another option. In the end, customer focus was key and he chose Telavox.
Bad experiences
Long waiting times, emailing back and forth, frequent misunderstandings and customer support that didn’t understand their own solution or the customer’s needs – this is how Daniel describes his experiences with the company’s previous telephony providers.
“It simply became unsustainable to spend so much time sorting out errors in orders and waiting for the supplier to do its job,” he says.
The solution
Daniel says he was already familiar with Telavox’s technology, but discovered another aspect that proved equally important:
“I had followed Telavox since the beginning and knew that the company has one of the absolute best platforms. But what really made my decision was Telavox’s focus on customer service. When I heard about the advisor concept, I knew we were on to something.”
Personal Customer Success Manager makes everyday work life easier
The personal Customer Success Manager acts as a single point of contact and knows exactly what Daniel and his employees want. Through the continuous contact with one and the same person, he is given customer service on a level he has never experienced before.
With the help of his Customer Success Manager, onboarding to Telavox also went quickly and smoothly. Daniel and his team were able to do most of the onboarding themselves, saving time and frustration, while keeping the advisor close at hand.
“We quickly and easily built everything ourselves – the entire switchboard structure with 60 menu choices and over 100 ACD queues. Our superb Customer Success Manager Kristian supported us all the time and also contributed with new perspectives and ideas. It’s easy to become blinded when you’re in the middle of a big project, so it’s valuable to have someone from outside,” says Daniel.
The whole company understands the solution
When switching telephony providers in the past, Daniel has spent a lot of time mapping the existing solution and filling out documents for the new provider. But instead of handing over information and then having to go through the provider, Daniel now sees the knowledge residing with him and his team, which brings both obvious and unexpected benefits:
“The biggest advantage of Telavox is the ease of use and transparency. The entire IT department can make all the changes needed on a daily basis. It makes working with telephony much more fun. But it also means we can spend more time on what creates value.”
The result
Another aspect of Telavox’s customer focus that is essential for Daniel is that communication is a two-way street. He can give feedback on the solutions his company uses, and know that it will be heard. The fact that Telavox develops its own products, combined with the direct, personal contact, creates, according to Daniel, a culture that is fundamentally different from that of large operators.
“The worst thing I know is when suppliers do not have a dialog with their customers. Some assume they know how everyone wants to work and assume all customers have the same conditions. The personal relationship means a lot to me: I can email or call my contact person directly to discuss suggestions for improvement and new ideas. It’s an incredible strength,” says Daniel.
Daniel Schwartz, IT Manager at Bröderna Brandt Bil.
Stylish interface makes work more fun
Something that Daniel also appreciates about Telavox is the neat and easy-to-understand interface. The mobile and desktop apps are kept in the same design, just like the softphone. He believes that this contributes to a smaller learning curve for users:
“Telavox’s visual interface provides a good overview and is pedagogically designed. It makes it easier to teach colleagues who are less familiar with telephony terms and buzzwords.”
Daniel admits that he was initially skeptical about the layout of the administration portal, but now believes it was mainly out of habit:
“I was used to an admin interface consisting of boring text-based pages. You type in node numbers and phone numbers to connect and create menu options and ACD queues, without being able to see what’s going on.”
However, it didn’t take long for him to be convinced of the new interface’s benefits.
“With Telavox, I saw how the tree grew while I was building it. It’s a much nicer environment to work in,” Daniel sums up.
