"We introduced a new company to the exchange and they were thrilled with how well everything had gone - even those who were critical of the change were positive."
Veronica Johansson, switchboard and application manager at Persson Invest
About the company
Persson Invest is a group with 1 300 employees in Sweden. The company was founded in 1932 and has seven businesses in the following areas: cars, finance, real estate, forestry, planing, trucks and buses, and renewable energy production.
The challenge
It’s never easy to change a switchboard or communication solution when you have over a thousand employees. You know what you have but not what you get. But the Persson Invest Group had reached a point where it was simply not possible to continue with an outdated solution.
“Our old switchboard solution was unwieldy. It wasn’t sustainable to sit with hardware that crashed every time something needed to be changed. We were looking for something simple and flexible,” says Veronica Johansson, switchboard and application manager for the group.
The solution
Flexibility was key in choosing a new switchboard service
It was precisely this flexibility that finally led to the choice of Telavox.
“The deciding factor was that Telavox is such a flexible service. You can easily manage the switchboard on your own.”
Flexibility and ease of use were key, but so was the ability to manage the entire system without outside interference. This was particularly important as the solution would be used by as many as 1 300 employees.
A user-friendly switchboard solution
“We have a large switchboard. Being able to refer calls easily and with a clear overview of who is available is hugely important. Telavox is user-friendly to work with and the exact opposite of how it was before.”
Persson Invest has seen a lot of improvements since they started using Telavox. Among other things, they have a better response rate and the ability to manage their telephony on their own.
The result
Higher response rate and control of statistics
With Telavox, it’s easy to scale the switch and the number of users up and down as your business needs change.
“Many people have had an ‘aha’ moment. We need to be able to make quick changes. Telavox has really been a boost for us. We also see in the statistics that customers are getting better response rates. Fewer calls are sent to the switchboard, which indicates that they are getting through.”
Looking at further digitization
The successful implementation and increased efficiency of Telavox has prompted the Persson Invest Group to look at other areas for its digitalization.
“We are looking at artificial intelligence to see how it can work and how we can make different systems more efficient. That’s another positive thing about Telavox – with them, the door is open to those who want to be involved in further developing the systems. I think it is important to be able to influence. That’s when you get the best effect.”
