"Telavox gives us statistics on how many calls we receive, how long customers have been waiting and which calls we have not answered."
Peter Söderlin, CEO of Stadsbostäder
About the company
Stadsbostäder manages properties on behalf of real estate companies, private property owners and housing associations. The company consists of a management company and a service company. The organization is structured so that cooperation with their customers is close, safe and efficient. It is mainly Stadsbostäder’s own staff who carry out the work in both service and management.
The solution
When Telavox was initially presented to employees, they were first afraid that they would be overloaded due to the increased availability.
“Digitalization is all well and good, but if you don’t have your organization on board, you could be sitting there with your new expensive technology. That’s why I started anchoring this six months before and made sure everyone was trained on the system,” says Peter.
But the concerns were not justified. Instead, they have gained more satisfied customers, which also makes it easier for employees. With the help of Telavox, Stadsbostäder has gained much greater accessibility. Now, tenants are never met by a busy signal when they want to report a fault, but the cloud exchange distributes the calls.
“Thanks to Telavox, we have increased our availability by several hundred percent. It’s much easier to sort out support cases. Before, we had two phone numbers – now there’s one way in and the button selections take you straight to the right department,” says Katarina.
Siblings Peter and Katarina Söderlin are the second generation to run the management company Stadsbostäder. With the help of Telavox, the company has undergone an impressive digital transformation.
The result
In the past, Stadsbostäder had very limited telephone hours. Nowadays, staff are available from morning to evening.
Valuable statistics through Telavox
“Telavox gives us statistics on how many calls we receive, how long customers have been waiting and which calls we have not answered. All this data is valuable for optimizing our service and improving our performance. We analyze the results and check our peaks, when we need to be more available and add more resources. It also helps us to provide adequate reporting to the property owners,” says Peter.
Customers prefer different ways of communicating
Peter has noticed that not all customers want to call in but prefer other ways of communicating.
“We have installed the Telavox widget on the website, which shows our opening hours and offers more contact options via email and telephone. The next step will be to connect the live chat,” says Peter.
Can show company ‘personality’ through the cloud exchange
Katarina also likes that you can show your company’s “personality” through the business exchange.
“We have chosen a local business number which I think sends signals to our customers that we are geographically close to them and therefore can provide faster service and have better control. I’m also a little allergic to impersonal reply messages. You should know that it is Stadsbostäder you are coming to. And each of our employees speaks in their own personal way, there is no standard.”
In just a few years, Stadsbostäder has made a huge digital journey that just keeps going. But both Peter and Katarina emphasize that it is at least as important to take advantage of the valuable experience that their father Stig shared with them.
“The basis of the change process is to combine experience with innovation and development. My father didn’t own a computer, but even though he had a huge amount of business, he still left his desk empty. He was very knowledgeable and could therefore handle the tasks correctly anyway. I, on the other hand, am dependent on digital tools like Telavox,” concludes Katarina.
