"It's unusual for a company to invest so much in personal service."
Lotta Cahn, telephony manager at Stockholms Stadsmission.
About the company
Stockholms Stadsmission is a politically independent non-profit organization dating back to the 19th century. Most people are familiar with their important work to help individuals and families in homelessness and poverty. But the organization actually has a total of about 20 different support functions.
The organization has activities spread throughout Stockholm, including day activities, job training and vocational training. They also have second-hand shops and are responsible for six upper secondary schools.
Lotta Cahn, telephony manager at Stockholms Stadsmission.
The solution
A more affordable choice
Stockholm City Mission switched to Telavox in 2016. In addition to reducing costs, they wanted to be able to do more on their own.
“Telavox is more affordable, the previous solution was unreasonably expensive. Before, we always had to contact the supplier at the slightest change or when there was a fault. Now we can do a lot ourselves and it saves a lot of time. We also have the possibility to customize telephony both at individual and business level. Before, it was the same technical conditions for everyone and it didn’t work very well,” says Lotta.
The result
Today, Lotta finds it much easier to accommodate the various requests of her large organization.
“It’s easy to set up the switchboard on your own and direct the phone. And if someone wants a voicemail after hours, you can quickly fix that. I can create different queuing systems depending on the business when people call in. None of this I could do before. For example, we only had a static switchboard and a group number,” says Lotta.
Everyone finds it easy to use Telavox
Lotta is very satisfied with the user-friendliness and confirms that her colleagues in customer service who work daily in the administration view agree. They use Operator, the tool for the professional telephone operator. Operator allows the user to monitor and control calls in the switchboard in a simple and clear way. With customized search fields and AD-sync, it simplifies the everyday life of many people in customer service.
“Even my colleague who describes himself as the most non-technical person in the world finds it easy to use Telavox. That’s a good rating,” says Lotta.
Young Station Järva has moved its activities outdoors during Covid-19. Sara Fargerström packs food bags that will go home to families in Järva. Photo: Anna Z Ek.
Other employees at Stockholm Stadsmission also seem satisfied. They use the Telavox app frequently.
Lotta has also produced a Getting Started Guide to support you and created a phone page on the intranet with the most frequently asked questions. She also regularly posts tips there.
“I very rarely get questions about how the app works. I see that as a good sign and that the administration is intuitive and easy to use. We receive fewer internal calls via our main switchboard and I think that’s because it’s easier to find your colleagues via the app. This also applies to customers, who are directed straight to the right place via the button selection.”
The onboarding went smoothly according to Lotta and a Project Manager from Telavox was on site and helped during the process.
“We had prepared with extra phones in case something went wrong but they were not needed. Then we prepared everything very carefully with early information to the employees. Everyone had received their SIM cards so they could get started right away.”
“My contact at Telavox feels like a colleague”
Overall, the personalized service and the relationship with their personal Project Manager is something Lotta appreciates very much.
“It’s unusual for a company to invest so much in personal service. My contact at Telavox is called Henrik and he now has so much knowledge about Stockholms Stadsmission that he feels like a colleague. It’s reassuring to know that he responds quickly and understands my problems right away. You develop a completely different type of dialog when you get help from the same person all the time. If I have an idea, Henrik listens to it and can help me develop it and come up with my own ideas.”
“The City Mission is a fun and pleasant customer to work with. They have an important role in society and are skilled and innovative. A couple of their activities that work with socializing for some lonely people started using our teleconference to be able to continue their activities even now during corona times. It warms my heart when they find new ways to use our services.”
– Henrik Svedberg, Project Manager at Telavox.
