LeadDesk's five success stories

Improving the Efficiency of Customer Service with LeadDesk

Complex and rigid solutions hinder customer service efficiency

The Dutch media sales startup Z-Works’ previous software was complex, with customisations and data analysis requiring hours of work. Their reporting data was also lackluster, not matching with sales information. The Finnish HR company Manpower’s previous solution was difficult to customise and scale. The old solution was also costly.

The Norwegian energy supplier Fjordkraft needed a higher productivity solution than their previous spreadsheets and dialer software. The Norwegian bank Sparebanken Vest had high traffic in all channels, which created a need for an efficient CCaaS solution.

The City of Oulu had a different dilemma: they wanted to contact all their residents over 70 years old at the beginning of the Covid-19 pandemic. Setting the contact center up in just days was no easy task.

Wasted time and low productivity

Z-Works wasted considerable time on meta work and figuring out their old software, which led to ineffectiveness all around. Likewise, Manpower had a clear negative impact on productivity and profitability with their old solution.

Fjordkraft’s hit rate was down, and their handling time was up, resulting in ineffective work. Sparebanken Vest could not handle customers in all channels and transition seamlessly between them. In the City of Oulu’s situation, with the 14,000 people they had to reach, using spreadsheets and mobile phones would have been impossibly slow and complex.

Easy, scalable, and customisable system with LeadDesk’s omnichannel solution

Z-Works has found LeadDesk easy to use. Reports are easy to interpret and understand. They have been pleased with LeadDesk’s customisable user interface, which has saved them considerable time and made work more pleasant.

Manpower has improved its key metrics, such as call answer rate, and is happy with the improved reliability, scalability, and productivity LeadDesk has brought. The flexibility of LeadDesk has also enabled remote work, which was one of Manpower’s key goals.

Fjordkraft has also improved its metrics and custom reports. An integrated approach has made a big difference in their efficiency. Sparebanken Vest has used customised solutions to enable the functionalities they need. Their new omnichannel strategy is crucial to their customer service.

The City of Oulu has found LeadDesk easy to use and quick to learn. Just one hour of training was enough. Their operating environment was set up in less than 24 hours. At peak hours, more than 200 callers were reaching out to help the elderly residents.

Read more in-depth stories on how LeadDesk has helped these organisations succeed in this guide!