"Before, we had to ask for help to do a lot of things. With Telavox, we can do it on our own - change phone plans, increase and decrease surfing, and so on"
Lars-Åke Winberg
Deputy Administrative Manager at Erikshjälpen
About the company
Erikshjälpen is a children’s rights organization with a non-profit second-hand business. Since 1946, they have been working for children’s rights in Sweden and the world. They are present in 16 countries and run about 50 second-hand shops around Sweden and Norway, whose proceeds support children’s rights.
Lars-Åke Winberg is Deputy Administrative Manager at Erikshjälpen and was involved in the selection of a new telephony solution. In June 2020, Erikshjälpen had the first meetings with Vilhelm Green at Trecom.
Jens Månevall has been a system technician at Erikshjälpen since 2021 and is based at the head office in Huskvarna. In his role, he handles general IT tasks but has also been involved in the organization’s telephony – everything from creating new users, distributing SIM cards and setting up switches.
Lars-Åke Winberg and Jens Månevall, Erikshjälpen.
The solution
But how did the transition go for Erikshjälpen’s employees at their headquarters? Lars-Åke remembers the commissioning as smooth:
“We distributed SIM cards and had training where employees learned how to set up their phones and subscriptions. There was a well thought out process which made it efficient. Most people were up and running the same day they changed SIM cards.”
The switch from to Telavox was not just for Erikshjälpen. The aid organization Human Bridge and the non-profit association Lindra Second Hand were also to join the journey of change.
Vilhelm at Trecom describes it as a complex structure with many subscriptions, which was complicated by the fact that many stores used cordless phones. Half of these stores are Erikshjälpen’s own, while the rest are partner stores such as churches or local associations.
Jens Månevall was thrown straight into the thick of things – when he started, this migration had just begun. He quickly saw the benefit of building queuing systems and button selection menus in the Telavox admin portal as they moved from landlines to mobiles.
“Store managers and supervisors get their own cell phones, which they didn’t have before. It opens up for a completely different management and flexibility as we can easily add them to different queuing systems,” says Jens.
In these queuing systems, Jens can easily adjust the call flow and the customer experience.
“Some customers are not used to googling but prefer to find out our opening hours by calling us. That way they can find out about different opening hours, make a reservation or contact us if they have a sofa to be collected, for example.”
The result
One of the main advantages Lars-Åke sees with the switch is that they can do much more themselves:
“Before, we had to ask for help to do a lot of things. With Telavox, we can do it on our own – change phone plans, increase and decrease surfing, and so on.”
Jens also appreciates everything he can do on his own:
“With Telavox, I can order SIM cards with ease and it’s super simple to create a new user. If someone new starts at short notice, I can get them a SIM card in five minutes to get them started,” says Jens.
Lars-Åke explains that they now have something they didn’t have before: power over their telephony.
“The Telavox platform is easy to understand and we can pretty much do anything ourselves. With a little training, everyone can manage their own subscription. It’s also easier to use in our stores too, plus we have coverage in more places that we didn’t have before.”
Vilhelm Green at Trecom agrees:
“With Telavox, Erikshjälpen and their associations get a complete solution where everything is gathered in a smart platform in Telia’s network. We at Trecom are proud of such a successful delivery.”
