Mathias Thorsén’s position is as Manager Contact Center for Apollo Sweden, and he has been with the company for more than 15 years.
“The number of internal interactions has decreased by 1000 per month. With a calculated cost of 70 SEK per interaction, that leads to a yearly savings of 840,000 SEK.”
Mathias Thorsén, Manager Contact Center Sweden
The goal was clear: a Nordic multi-channel solution that combined all customer interactions from several different business areas into a single system. One contact center solution that enabled improved efficiency and allowed users to be able to focus on doing the right things. The requirement list was extensive. It was necessary to, among other things, be able to integrate with various IT systems, visualize and measure to a much greater extent, and include all the Nordic countries into one single solution. And without being limited by technology or restrictions to self-administration. Of course price and high operational reliability were also key factors.
With ClearIT’s contact center solution, the goal was reached. Through a tight integration with the CRM system, calls, chats, emails, complaints, and CRM cases to agents throughout the Nordic countries are quickly queued, prioritized and distributed. The solution is fully administrated on-site and the company now has specially adapted reporting according to Apollo’s specific needs. Today, they have a comprehensive and accurate picture where all customer interactions are represented. Extensive surveys and inventories of competencies and skills, along with customized training programs ensured that the personnel were involved from the very start.
The number of internal interactions has decreased by 1000 per month. With a calculated cost of 70 SEK per interaction, this leads to a yearly savings of 840,000 SEK.
More effective customer flow management in the contact center has led to an increase in capacity of 10%,
The entire process has been a very positive experience for all involved. Staff members have been happy to receive further training and development, and employee turnover is low. The competence and skills they have acquired, along with their deepened product knowledge, has made them internally attractive to the company.
Apollo now has measurability on the number of complaints, productivity, levels of service, email, chat, and telephone. This enables continuous feedback upwards as well as to personnel. We can have coaching and strategic conversations about our efforts with each salesperson about the impact we have achieved. We help each other and benefit mutually from synergies across national borders. And we can improve even more as we continue our work.
Self-administration has made us considerably more flexible, which is a huge step in the right direction. It’s an ever-changing world and to be able to quickly and simply manage a state of preparedness in the contact center has been invaluable to us.
For most Swedes, Apollo needs no introduction. We have all heard of the company and know of them as one of the Nordic countries’ leading travel and tour operators. Since 1986, they have created vacation memories together with us.