Customer solutions > Stjärna Fyrkant AB:

"Our service levels has increased
by almost 70% in an industry
where every customer counts."

"In the mobile telephone industry much of the work is carried out over the telephone, and the best sale opportunities arise when answering incoming customer calls . Before we installed the dAnswer™ Business solution from Mictrotel we knew we were missing important customer calls, and we were not able to see who was calling us. Since we installed the dAnswer™ Business solution from Microtel, our efficiency levels has improved significantly. We have been able to compile a complete customer database with important information on our customers."

BACKGROUND

Stjärna Fyrkant is a Swedish company selling telecom- and computer solutions. The target customers for Stjärna Fyrkant consists of both consumers and businesses. A large percentage of sales activities to the business customers are made over the telephone. For Stjärna Fyrkant it is extremely important to be able to monitor its customers and their needs, and follow up on any missed incoming calls.

In the highly competitive telecomsindstry you hardly ever get a second chance, putting enourmous pressure on the organisations ability to process and manage their incoming calls.

THE CHALLENGE

• Provide its customers with better services.
  
• To be able to follow up on missed calls.
  
• Avoid losing customers to competitors.

THE SOLUTION

With the dAnswer™ Business solution from Microtel Stjärna Fyrkant obtained the solution the were looking for. Today, we are able to monitor all the incoming calls and produce statistics over the telephone traffic.

Furthermore, we now are able to see where our co-workers are, if they are on the phone or in a meeting. Our customers has noticed that we are able to provide an improved service, thanks to the dAnswer™ Business solution.

THE RESULTS

Our service levels has increased by almost 70%. Thanks to the dAnswer™ Business solution we are able to monitor what our customers are buying and what has been delivered. Our investment into the dAnswer™ Business solution has already payed off. A missed incoming customer call can cost even more. We used to compete on our products alone, thank to Microtel we can now compete on service as well.

With Microtels dAnswer™ our customer service and efficiency levels has increased significantly. Toady we are not losing customers because of unanswered calls. If we do miss a call, we are able to call the customer back and provide the service we aim for.

Stjärna Fyrkant AB
Patrik Johansson

FACTS

NUMBER DISPLAY
The number display is a basic service device and a prerequisite to make all Microtel products function.