Eckerö Line Enhances Customer Service Quality with LeadDesk
Eckerö Line upgraded their customer service by adopting LeadDesk, which streamlined communication, enhanced reporting, and improved call management. This transition led to better efficiency, time savings, and a smoother service experience.
Eckerö Line is a Finnish shipping company operating under the Finnish flag, providing passenger and cargo services between Helsinki and Tallinn with two vessels, m/s Finlandia and the cargo ship Finbo Cargo. Eckerö Line offers various travel products, including route trips, Day in Tallinn cruises, 6-hour mini cruises, and hotel packages. The company also provides easy and convenient arrangements for conferences and group travel on m/s Finlandia, with modern meeting facilities and private event spaces.
Need: Enhance Operational Service Quality
Before adopting LeadDesk, Eckerö Line faced several operational challenges that hindered their customer service efficiency and overall service quality. They aimed to improve their customer service by implementing a more streamlined and effective communication system.
They identified several needs which they needed to overcome:
- Limited capabilities hindered monitoring and improving customer service.
- Flexible system to manage the operation of multiple service lines.
- Manual Call Monitoring which resulted in difficulty in listening to and managing calls.
“We had reporting issues; we didn’t get the right kind of data which we needed to be able to develop our customer service to the best quality for our customers.” – Katri Järvi, Head of Sales
Solution: implementing LeadDesk with easy reporting and unified communication
After identifying the challenges facing Eckerö Line, they opted for an effective solution to enhance customer service efficiency and quality by introducing a unified communication system, allowing calls to be managed flexibly from a single platform.
Additionally, LeadDesk’s comprehensive service offering, competitive pricing, and the company’s suitable size to meet their needs were key factors in Eckerö Line’s decision to partner with them.
In summary, Eckerö Line’s partnership with LeadDesk brought:
- Advanced reporting, allowing for flexible tracking of call reasons and customer identification through CRM integration.
- A unified communication system, that streamlines and offers flexible call handling.
“We were surprised by how easily you can control all your campaigns and how closely you can monitor performance.” – Katri Järvi, Head of Sales.
The new system has allowed them to enhance customer service quality, streamline operations, and provide a more seamless experience for their customers.
Results: Improving Service Operations with LeadDesk
The adoption of LeadDesk resulted in substantial improvements in Eckerö Line’s customer service operations, addressing the initial challenges effectively.
Eckerö Line is already seeing big improvements from using LeadDesk. They are saving time, making their service smoother, and staying updated on work progress easily with detailed reports. Also, agents have easily accessed and utilized the unified system, leading to improved efficiency.
“The biggest benefits we’ve received are managerial time savings, easy access to work status and reports, and convenient call monitoring. Reporting is straightforward and evolves over time.” – Katri Järvi, Head of Sales.
Future Plans
Eckerö Line is committed to continuously improving their customer service experience and sees LeadDesk as a crucial partner in this journey. They look forward to exploring further innovations in AI and automation to enhance their operations.
“We would like to see more possibilities for AI to be used. We’ll see how it goes.” – Katri Järvi, Head of Sales.
About the Contributor
Katri Järvi is the Head of Sales at Eckerö Line, responsible for domestic B2B and travel agency sales, as well as sales in the Baltics and internationally. She is also a member of the executive team. Katri has extensive experience in sales and customer service management, making her an invaluable contributor to the successful implementation of LeadDesk at Eckerö Line.
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