Progress focused on the end customer
Excanto offers a wide selection of IT services, created to provide their customers a more efficient way of doing what they do best. Currently their list of clients consists of smaller to midsize companies all over Sweden, responsible for the entire IT functionality of businesses as a whole.
Our client’s headquarter is located in Stockholm, but Excanto has local representatives in Uppsala, Gothenburg, Malmö and Lund. The IT company are constantly at work to be able to improve their service and support for their over 500 company clients. But they had reached a point where their switchboard no longer could meet the clients’ needs.
A customized CCL solution
So they turned to Voice Provider. Together, we held a workshop where we were able to get a clearer sense of Excanto’s specific set of customer service needs. Our recommendation was a customized CCL, which is our contact center system. We worked together with our client to design the solution and it was implemented a few weeks later.
Voice Provider’s CCL has given Excanto a complete toolbox of features at their disposal. After it was implemented, Excanto increased the amount of customer service agents from four to ten, which was easily done with the CCL – seeing as one of the features is to quickly add new agents when need be.
Measuring instruments that further development
By using CCL, Excanto has also gained access to useful features in the areas of monitoring and follow-up. They are able to set goals for their customer service and then monitor how well they are met. In addition, they have a complete overview of which types of questions that the customers need the answers to. That way they have the best possible foundation for continued business development.