Thanks to Telavox and Mobile Partner, Bilbolaget’s customers can reach their personal service technician directly. This way, the company’s customer service has saved hundreds of hours of work and can focus on what matters most: their customers.

Bilbolaget is a family-owned business that has sold Volvo cars for over 85 years. They have 12 facilities from Norrtälje to Timrå, where they sell, service, and repair passenger cars and, in some cases, transport vehicles.

Customer experience comes first

For Bilbolaget, the customer experience is of utmost importance: every customer has a personal service technician. Previously, Bilbolaget’s customer service needed to ask for the customer’s registration number when someone called seeking service, and then they could connect them to the right person. Their previous call flow worked, but it could be much smoother.

Kristin Blom​​​, Customer Center Manger at Bilbolaget.

Kristin Blom is the Customer Center Manger at Bilbolaget. She had an idea which she presented to Niklas Rådahl at Telavox and Hampus Åsell at Mobile Partner: “What if we could connect our customers directly to their service technician when they call us?”

Reducing wait times can be beneficial for companies focused on personal customer service. Reaching one’s personal contact directly without having to describe the problem to multiple agents removes all barriers to contacting support.

Since January 2024, Bilbolaget has used one of Telavox’s smart features called Advanced Nodes to connect customers directly to their technicians.

Advanced Nodes allows companies to program their PBX on their own. In Bilbolaget’s case, they have a queue for the main number, and with the help of the Tacdis service, they can see the caller’s registration number. They cross-reference this with their system and connect the caller directly to their service technician. Today, they use the integration at all their locations.

“Thanks to the smart solution with Telavox, the customer can now be connected directly to their service technician.”

“Not all customers know which technician they have, or they just call in. Regardless, they are now connected to their technician. Instead of hearing ‘press 2 to reach the workshop’, they go directly to their technician,” explains Kristin.

If a technician doesn’t answer or is busy, the call goes to customer service.

The big advantage of this is that their customers no longer have to wait as long in the phone queue to reach their service technician. They get a personal connection when they reach the person directly. It’s also great for Bilbolaget’s agents, who no longer have to forward many calls.

Invaluable statistics

Kristin makes extensive use of the Telavox integration with the Meridix statistics tool. This way, she can see the response rates of service technicians and customer service, the number of missed calls, and much more. She then generates reports on the statistics to provide feedback and see how they can increase customer satisfaction.

“Without the integration with Meridix, we wouldn’t manage!” says Kristin.

Thousands of fewer calls and many saved hours

With Telavox’s solution, Bilbolaget’s customer service receives 2,000 fewer calls and saves about 50 hours monthly. But they’re not stopping there; they see great potential ahead for how they can further improve their customer service.

“We have saved a lot of time, gained more satisfied customers, and can offer truly personal service. It’s great that we save time with the help of the integration, but the best part is the benefit to the customer,” concludes Kristin.”