Antalis

A completely new customer center solution

NetNordic is very proud to have delivered a completely new contact center solution to the global company Antalis. Today, this solution encompasses a total of 7 countries and 550 employees in Norway, Sweden, Denmark, Finland, Latvia, Estonia, and Lithuania.

For Antalis, it was important to create a simple and flexible system that would be user-friendly and easy for the IT department to update and maintain. By creating a common solution used by all staff in all countries, Antalis could greatly facilitate things for its own personnel. Both training in the system itself and updating internal procedures become much easier to manage, as everyone is using the same solution. Antalis chose to upgrade its customer center because they wanted to work on a common platform, gain a better overview of the system, and reduce all their costs.

Connecting telephony with the company’s CRM system

NetNordic was able to deliver the very flexible solution that Antalis requested. The new contact center solution is connected to both telephony and Antalis’s CRM system. The intelligent logic now built into the contact center solution, with connections between the contact center, telephony, and Antalis’s own CRM system, ensures that customers can quickly speak to the “right” person at Antalis when they call the customer center, instead of waiting and being transferred to different departments.

This is because calls in the new system now go directly to the person at Antalis who has the highest competence in the area the customer is inquiring about and can quickly answer the customer’s question. NetNordic has also built a fully customized call-back function. Antalis described their needs and challenges, and then they chose how they wanted their callback function to look and operate.

NetNordic then met Antalis’s unique needs by tailoring a solution to their problems. Antalis reports that both their customers and themselves now feel they can work much more efficiently and professionally in the new contact center. Antalis continues: “We experience a significant difference, and it has been a very positive journey for us,” says Cathrine Evensen, Customer Service Centre Manager at Antalis Norway.

The Preliminary Study

NetNordic, together with Antalis, reviewed how Antalis had historically worked with its customers. A flowchart was created that described how they communicated with their customers. The results were then analyzed together. NetNordic subsequently suggested how Antalis could streamline its work processes and thus gain even more satisfied customers!

The Goal

Employees in the different countries worked in their own separate IT systems, which complicated things for both the employees and the IT department. Instead, they wanted to create an open architecture where the solution would be connected to the telephony system and the CRM system. The goal was for the solution to become much more flexible.

The Solution by NetNordic

The contact center solution is a new comprehensive solution that we call UC Flex. It is an incredibly flexible solution where the customer only pays for what they use. NetNordic is responsible for the entire solution, and the customer pays monthly depending on how much they actually use the service. This particular solution includes integrations with the CRM system and the company’s telephony.

“Customers get much faster responses”

Antalis now has a completely new customized contact center solution, designed according to their unique needs. The new contact center solution is also connected with Antalis’s other corporate telephony and CRM system. The result is that all countries can now work even more efficiently in their shared solution. “Customers get much faster responses from us today! We have also seen that we are losing even fewer calls now.”