"We have saved a lot of time, gained more satisfied customers and work with personalized care which is our customer promise"
Kristin Blom
Customer Center Manager at Bilbolaget
Thanks to Telavox and Mobile Partner, Bilbolaget’s customers can reach their personal service technician directly. This has saved the company’s customer service hundreds of hours of work and allows them to focus on what matters most: their customers.
About the company
Bilbolaget is a family-owned company that has been selling Volvo cars for over 85 years. They have 12 facilities from Norrtälje to Timrå where they sell, service and repair passenger cars and in some cases transport cars.
The challenge
Customer experience comes first
For Bilbolaget, the customer experience is paramount: every customer has a personal service technician. In the past, when someone called looking for service, Bilbolaget’s customer service team had to ask for the customer’s license plate number, then they could connect them to the right person. Their previous call flow worked, but could be much smoother.
Kristin Blom, Customer Center Manager at Bilbolaget.
Kristin Blomis Customer Center Manager at Bilbolaget. She had an idea that she put to Niklas Rådahl at Telavox and Hampus Åsell at Mobile Partner: “What if we could connect our customers directly to their service technician when they call us?”
For companies with a focus on personalized customer service, there is much to be gained from shortening their waiting times. Getting directly to your personal contact without having to describe your problem to several agents removes all thresholds for contacting support.
The solution
Since January 2024, Bilbolaget has been using one of Telavox’s smart features called Advanced Nodes to connect customers directly to its technicians.
Advanced Nodes allows companies to program their switchboard on their own. In the case of Bilbolaget, they have a queue for the main number, and using the Tacdis service, they can see the caller’s license plate number. They then cross-reference this with their system and connect the caller directly to their personal service technician. Today they use the integration in all their locations.
“Thanks to the smart solution with Telavox, the customer can now be connected directly to their personal service technician.”
“Not all customers know which technician they have, or they just call in. Either way, they are now connected to their technician. Instead of hearing ‘press 2 to get to the workshop’, they go straight to their technician,” says Kristin.
If a technician does not answer or is busy, the call goes to customer service.
The big advantage of this is that their customers don’t have to wait as long on hold to reach their service technician. They get a personal connection as they reach the person directly. It’s also great for the car company’s agents who don’t have to transfer a lot of calls.
Invaluable statistics
Kristin makes extensive use of Telavox’s integration with the Meridix statistics tool. This allows her to see service technician and customer service response rates, the number of missed calls and much more. She then pulls reports on the statistics to provide feedback and see how they can increase their customer satisfaction.
“Without the integration with Meridix we wouldn’t make it!” says Kristin
The result
Thousands fewer calls and many hours saved
With Telavox’s solution, Bilbolaget’s customer service department receives 2,000 fewer calls and saves about 50 hours per month. But they’re not satisfied with that and see great potential ahead in how they can further improve their customer service.
“We have saved a lot of time, gained more satisfied customers and work with personal care, which is our customer promise. It’s great that we save time with the help of the integration, but the best thing is the customer benefit it provides,” concludes Kristin.
