How Smart Connect brings flexibility to Loimaan Kivi

Loimaan Kivi wanted to simplify and gain better control over its customer service. The company chose Telia Smart Connect for its easy-to-use interface, and its flexibility to adapt to the company’s evolving needs.

Telia Smart Connect adapts to seasonal peaks

Loimaan Kivi’s product range includes construction stones, gravestones, and interior stones. This is a seasonal business where the number of calls increase during summer.

“In winter, calls are routed to four people, and during summer we add a few more. In peak seasons, we open more targeted service numbers, for example for resellers. Creating new service lines is easy with Telia Smart Connect.”

The company aims to keep phone service as straightforward as possible.

“We don’t need complicated menu structures in our switchboard solution. We strive to ensure that the caller can quickly speak to one of our employees.”

“With Telia Smart Connect, our service response times have improved.”

Real-time availability information adds value

Being cloud-based, Telia Smart Connect was quick to implement.

“A Telia expert set up our first call groups and trained us to use the solution. After that, we’ve mostly managed everything on our own,” Hiltunen says.

He finds the real-time and easily manageable availability information particularly useful.

“When the switchboard routes a call, the visual control tool shows who’s busy and who’s available. Updating availability status is simple, and during holidays or meetings, calls can be directed to a colleague or voicemail.”

Audio messages are easy to keep up to date even when no one is available. Remote work is also smoother since the service can be used on both computers and mobile devices.

“Telia Smart Connect is significantly more agile than our previous system. I handle daily tasks on my phone, while larger changes and reporting are done on the computer.”

Statistics support operational improvement

Loimaan Kivi handles anywhere from dozens to hundreds of customer calls daily. The statistics available in Smart Connect help monitor and improve operations.

“We track queue times, response times, missed calls, and call volumes. Based on that, we adjust our resourcing when needed. As a former contact center manager, I value short response times,” Hiltunen says.

Loimaan Kivi has been a Telia customer for many years. In addition to communication services, the company uses Telia’s mobile and broadband subscriptions, as well as devices.

Hiltunen appreciates the collaboration with Telia.

“I value that we can get help quickly and easily when needed. We have a dedicated contact person with whom we review our needs and Telia’s new offerings twice a year. We’ve also received follow-up training for Telia Smart Connect.”