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Memsa ApS is a family-owned business located in Northern Jutland, specializing in protective equipment and cleaning supplies. Committed to quality and affordability, Memsa offers a diverse range of products catering to both businesses and individual consumers.

Need: Identifying the Gaps in Service

Memsa ApS faced several challenges with their previous contact center solutions, which impeded their ability to deliver efficient and high-quality service.

Key Problems:

• Inadequate handling of daily inquiries
• Poor management of financial inquiries
• Inefficient service and support

“We had reporting issues; we didn’t get the right kind of data which we needed to be able to develop our service level to the best quality for our customer” – Mathias Mattesen, Owner of Memsa ApS

The Solution: Transitioning to LeadDesk

Memsa discovered LeadDesk through a Google search after experiencing dissatisfaction with their previous system. The prior system’s service and pricing were subpar, and issues with incorrect billing were common. Additionally, the lack of a dedicated contact person led to repetitive explanations and unresolved issues.

Key Solutions:

• Highly customizable features
• Smooth integration with existing systems
• Excellent customer support with a dedicated contact person
• Cost-effective pricing

“I actually found LeadDesk through Google because we were not satisfied with the service and price of our previous calling system. We struggled a lot with billing issues that didn’t make sense. We always had to ensure the right numbers were billed. The service from our previous system was very poor. There was no fixed contact person, and it was a new person every time. If we had an ongoing issue, we had to start explaining from scratch each time to find a solution, which might not even get resolved. The next day, we had to go through the same process again. LeadDesk solved these problems simply by having a much better dialogue with us.”

Having a consistent contact person, Jonas from LeadDesk, who was well-versed in the tasks, made a significant difference.

“There are different numbers you can call, but there is always our consultant Jonas, and he answers the phone. It’s the same person, so he knows the entire task, and it runs smoothly.”

The Results: Enhancing Operational Efficiency

Since implementing LeadDesk, Memsa ApS has witnessed significant improvements in their operations. The customizable features of LeadDesk have streamlined their outbound sales processes and improved overall efficiency.

Key Results:

• Streamlined operations
• Improved efficiency in handling customer inquiries
• Enhanced quality of service
• Increased trust and reliability due to having a dedicated contact person.

“Our experience with LeadDesk has been outstanding. Its customizable features have boosted our outbound sales efficiency, and the seamless integration with excellent support has made our transition effortless.” – Mathias Mattesen.

Memsa has seen their salespeople generate a profit each month, and any arising issues are quickly resolved by contacting their LeadDesk consultant.

“After having a very close collaboration with our consultant at LeadDesk, we now have a system that covers all our needs and runs smoothly every month. We see our salespeople generating a profit every month, and if there’s a question, we just reach out, and it gets resolved quickly.”

Additionally, LeadDesk’s innovative implementation of flow systems has improved their handling of inbound calls, even outside business hours, ensuring everyone receive prompt and efficient service.

“LeadDesk did something innovative for us by implementing flows in our system. This solution can handle inbound calls outside of business hours or if there are multiple people in the queue, informing them they are in line and will be answered shortly. It’s not something you think about as an entrepreneur, that one day you’ll be big enough to have people waiting in line. LeadDesk took on the task and solved it immediately, ensuring everyone receives good service and waits a short time in the queue.”

Future Plans: Exploring Advanced Features

Memsa ApS plans to further explore the advanced features of LeadDesk, including AI and automation, to continue enhancing their service and operational efficiency.

“We would like to see more possibilities for AI to be used. We’ll see how it goes.” – Mathias Mattesen.

About the Contributor

Mathias Mattesen is the owner of Memsa ApS, a family-owned business with a passion for providing quality products and exceptional service for their customers. Mathias has led Memsa to become a trusted destination for businesses and individual consumers alike. His entrepreneurial spirit and dedication to excellence ensure that Memsa continues to thrive in the competitive market.