"We compared several suppliers, but Telavox was the best option, as it was clear from the start that this would simplify our everyday life."
Matti Mäkelä
Development Manager
About Respecta Oy
For over 25 years, Respecta Oy has been a reliable player in assistive technology in Finland. As part of the global Ottobock Group, the company has its headquarters in Helsinki and is represented in 14 locations around the country, with approximately 160 employees.
From complicated to simple
A couple of years ago, Respecta Oy realized that their communication systems were not always as effective as their services. Therefore, Matti Mäkelä, Development Manager at Respecta Oy, started to investigate the alternatives on the market.
“Previously, we had a rather fragmented approach to our telephony. Mobile phones ran on one system, voicemail and SMS on another, and customer service had its own switchboard. We used at least three to four different platforms, which was cumbersome for both administration and IT.” Matti explains.
The fragmented system led to inefficiencies in daily work. Even simple tasks such as updating a voicemail or changing call queues required unnecessary manual work.
A unified solution with Telavox
Recently, Respecta Oy chose to gather all its communications in a single platform, and the choice fell on Telavox. Right from the start, Telavox impressed with its simplicity and integration possibilities.
“We looked at several suppliers, but Telavox was the most flexible option. It was clear right away that this would simplify our operations.” says Matti Mäkelä, Development Manager at Respecta Oy.
With Telavox, they can now combine desktop and mobile apps, giving employees greater flexibility in how they choose to handle their calls. For staff with close customer relationships, this meant that they could now take calls directly via the desktop while having access to relevant documentation and systems – something completely new for the organization.
“Our employees can now switch freely between desktop and mobile, which has been a great improvement. It has made their workflow much smoother.” Matti explains.
Smooth transition and quick impact
The implementation of the Telavox solution went smoothly with minimal disruption. The majority of employees adapted quickly to the new interface, and the IT department appreciated the ease of installation.
“Now we have all our services in one place. From an administrative perspective, it’s a huge improvement. Managing users, adjusting switchboard functions and adding new numbers is much easier today!” says Matti.
For his part, Matti uses both the softphone app for calls and the administration portal to manage users and call queues. “It’s very intuitive and saves me a lot of time,” he says.
Another important improvement is how exceptions and unexpected situations can now be easily handled.
“If everyone in a call queue is unavailable, it’s now easy to solve. Before, it was really cumbersome,” adds Matti.
Results achieved by Respecta Oy
The transition to Telavox has brought several clear benefits to Respecta Oy:
- Time savingsIT resources have been freed up and the administrative burden has been reduced.
- Cost-effectiveness: Fewer suppliers means lower costs.
- Better user experience: Employees are now able to take calls via both desktop and mobile, increasing flexibility and productivity.
- Call statistics bring new insights: With integrated reporting and analytics tools, managers now have better visibility into customer service performance – in real time.
“Managers no longer have to go through us in IT to get reports, which is a huge advantage,” says Matti.
Looking ahead
Respecta Oy is looking forward to further developing its communication solution with Telavox. Work is currently underway to integrate the system with both Salesforce and Microsoft Teams – something that is expected to provide even better collaboration and efficiency.
“When we get the integrations going, it will boost the business further,” says Matti.
The company is also looking at new features such as AI-based transcription to further improve the customer experience.
“We always strive to be one step ahead,” he says.
When Matti is asked if he would recommend Telavox, he answers without hesitation:
“Absolutely. It’s simple, intuitive and requires hardly any training. Telavox has really simplified our communication and allows us to focus on the most important thing – helping our customers.”
Respecta Oy’s journey with Telavox shows what a difference a modern and coherent communications solution can make. By reducing complexity, saving time and increasing flexibility, Telavox has taken corporate telephony to a whole new level.
