From four solutions to one - how JLL saved big with Telavox

About the company

JLL (Jones Lang LaSalle) is a world leader in real estate advisory services. The company has a unique breadth in its activities and provides advice on the purchase and sale of real estate, helps property owners rent out premises, companies find new premises, provides tenant advice on changes in premises. Its clients range from property owners and start-ups to large global companies.

The solution

But there was one operator that had what Ackim and his organization were looking for and that was Telavox.

Passive call recording also for mobiles

“Unlike other providers, Telavox uses passive call recording that works on both mobiles and landlines.”

Onboarding

As soon as JLL signed a contract with Telavox, it was assigned a Project Manager: Kristian Ek.

“Kristian was very nice and has a lot of experience. He traveled up to us in Stockholm from Gothenburg. The first task was to get all the companies to unite in a telephony solution. We had to keep a close eye on when each framework agreement expired. Then we hunted down operators, found out organizational and telephone numbers and completed number series. It was pure detective work.”

“I am still fascinated by the strategy”

Before all the practicalities started, Ackim says there was a lot of theory and training in the new system, which gave him confidence.

“I’m still fascinated by the strategy. There was thought behind every step. We did everything together – creating the blueprint and discussing how the cloud switch would be set up. I was able to get an early idea of what the end result would be.”

Telavox Customer Success Manager Kristian was also given a workstation at JLL for a couple of days.

“We informed employees well in advance and sent out SIM cards. Kristian was there and people were able to contact him directly if they had questions.”

Ackim Axelsson Canay, Service Delivery Manager at JLL.

Ackim says he has never experienced the same personal involvement from any other operator so far. He has not had personal contact with the other operators in this way and the waiting times were long.

“You’re one of a thousand subscribers and it’s frustrating to sit in a phone queue, or any queue for that matter, whether it’s chat or email. With the previous provider I could be on hold for twenty minutes. I never have a problem getting hold of Telavox. I can count on the fingers of one hand when I’ve had to wait more than two minutes over the years. Our current Customer Success Manager is Anders Bengtsson and if he is busy there is always backup. I get the impression that everyone knows our business well.”

The result

Before Telavox, Ackim had to call customer support for both large and small issues. Now he just logs into the Telavox app and it’s done in a couple of minutes.

“There was a lot of waiting with our previous operator. I depended on them to make simple changes. Just changing the SIM card was time consuming. Now I do it myself. I save several hours a month. All the waiting time has basically disappeared.”

Intuitive app that everyone understands

Ackim believes that user-friendliness is key. He says that because the app is so intuitive and modern in its interface that no one needs to be an expert to be able to orient themselves in the system.

“If I take the finance department as an example, they can easily handle the invoices.”

And in the platform, he does most of the work himself.

“In the platform, I set up a new user in a minute and always have a small stock of SIM cards so new employees can get started right away. If someone needs to port a number, I just email Telavox. Telavox doesn’t need a bunch of forms, they take my email conversation as a legitimate document.”

Can track cases in real time

Ackim appreciates that he can, for example, follow a porting process directly in the platform.

“I can see if it’s been denied or approved and have everything ready in advance. Even if the porting itself hasn’t been completed, I can add that number to the system and create the license right away. With other operators you often get a temporary number. Now I don’t have to go through that extra step.”

Made significant savings with Telavox

JLL has also made significant savings since switching to Telavox.

“If I compare the cost of telephony between 2015 and 2017, there is a big difference. Many people see telephony as a necessary evil, as long as it works, it’s good. But for us, telephony is an important tool that we demand. It can be difficult to keep up with market trends and cost-effective solutions. Something you can unfortunately lose a lot on in the end, both in time and money. With Telavox, I think there is a good balance and that it is a modern solution that keeps up with the times.”

“I feel chosen and heard as a customer”

When JLL decided on Telavox, Ackim went in with the idea that it would not just be a supplier but a real partner. He thinks telephony is a very important part of daily operations and appreciates that Telavox develops everything themselves.

“Telavox invited us to the Developers for a Day workshop. It involved us customers coming up with suggestions for improvement. My ideas are realized and are now included in the final product. I get to be involved and am not just one of the crowd. That’s why I feel chosen and heard as a customer.”