Dogman unified its telephony for the entire Nordic region with Telavox

Dogman was left with a messy and scattered telephony solution. They switched to Telavox, bringing together their customer communications – not only for the entire Nordic region, but also Spain. Here, Dogman’s IT manager explains how the switch simplified things for the company.

About the company

Andreas Persson is IT Manager at Dogman and has been with the company since 2009. During his time he has worked as a warehouse manager and in the company’s office as a buyer. Since 2020, he has been IT Manager. Andreas says his different roles have helped him understand the company better.

“It has made me aware of the flow in the company and how it works. You can see what opportunities there are for improvement.”

Andreas Persson, IT Manager at Dogman.

The challenge

One of these improvement opportunities Andreas identified was the company’s telephony. He saw that their telephony differed from country to country, requiring a lot of administration.

“Several parties were involved and everything had to be in sync. It created a lot of extra work and the problems took time to solve. It was a slow process. We wanted a solution that was administratively simple. Since we are present in several countries, we saw advantages in bringing everything under one roof.”

The solution

Andreas was contacted by Isak Söderlund Schulz and Oscar Schmiedtke Persson, sales representatives at Advisera.

“They listened to our needs and from that we decided that Telavox was the best solution.”

Isak and Oscar have the main support responsibility towards Dogman.

“Dogman is a unique company because they are in different countries but have centralized their IT administration in Sweden. It was important for them to be able to manage everything from one place,” says Isak.

Oscar saw that Dogman had a lot to gain by switching to Telavox.

“By managing everything from one system and one country, Dogman can save a lot of time.”

Isak Söderlund Schulz and Oscar Schmiedtke Persson at Advisera.

The art of onboarding the entire Nordic region

Before they could start using Telavox’s solution, they needed to make the switch themselves. Andreas describes the onboarding as extensive.

“Many numbers needed to be ported. Isak and Oscar were very involved in the process.”

Isak and Oskar personally added the thousands of numbers to be ported into Dogman’s system and held switchboard workshops where they went through the different structures of the departments.

“We wrote a script for their answering service and sent them guides on how to record voicemails for each individual store,” says Isak.

The switchboard in particular is something that Dogman and Advisera have focused on,” says Andreas.

“It’s important that customers know how to get through when they call a store. For example, we have a service for fur trimming, and then we put it in the button selection menu: ‘Press 1 to get to that department and press 2 for opening hours.’ It’s very easy to manage in Telavox.”

The result

As the main person in charge of Dogman’s IT and phones, Andrea’s time is limited. Sometimes he needs help and gets support from Advisera.

“If there’s something you don’t know how to do, we have Advisera and Telavox support pages that are easily accessible and clear. Support is much faster now – it’s a must for things to work.”

Important support from Advise on the road

Andreas explains that Telavox has exceeded his expectations and that the change has been well received in the organization. Much of this is due to Advisera’s commitment.

“Oscar and Isak are doing a fantastic job. Without them, it would have been tough. Their commitment is always top notch and they are very competent. It’s important as a customer to get that help.”

Major improvements after switching to Telavox

Andreas has seen big differences in the way he works after switching to the Telavox solution.

“Telavox is incredibly user-friendly and you can do so much yourself. It’s simple and clear. You can keep it simple, but there is a lot you can do in the solution. There’s a big difference from how it was then and how it is now.”

“Today I can activate SIM cards and other things myself. It was not on the map with our old provider. We have saved time and have a better platform today. It would have been tough if we still had the old telephony solution,” says Andreas.

As salespeople, Isak and Oscar see many benefits of Telavox.

“It’s great to sell Telavox – we have a very good cooperation with our contact persons, Rickard Isberg and Nikola Zivanovic. There is no other product on the market like Telavox,” says Isak.

“Selling Telavox is really selling a solution. And being able to solve a customer’s problem is wonderful,” says Oscar.