Telia Smart Connect is also available as an app on both the App Store and Google Play. This means that you can access your switchboard on your mobile devices with just a few taps, making it even more convenient to have full control.
When customers call and cannot get through, sales opportunities are lost quickly. OEM Finland tackled critical connectivity problems using Telia Smart Connect and raised their answer rate to nearly 100 percent.
OEM Finland is an electronics distributor supplying components and technical products to industrial customers across Finland. With a team spread across the country, including areas where mobile coverage has historically been unreliable – fast and dependable telephony is central to how the business operates.
The problem: An old phone system that was letting the business down
OEM Finland had been struggling with a phone system that could not keep up. Calls were dropping due to overload, important calls were going unanswered, and managing call queues was difficult. The result was lots of missed customer calls every day.
“Previously, only a fraction of calls actually connected, despite what the systems indicated. As a result, the answer rate was only around 10%,” says Kai Savila, ICT Manager at OEM Finland.
For a sales-driven business, each unanswered call represents a potential customer going elsewhere.
The solution: A new communication solution empowering all employees
In November 2025, OEM Finland moved over 300 mobile subscriptions to Telia and and implemented Telia Smart Connect. With the Smart Connect mobile app, the workforce got reachable immediately, on their existing mobile numbers, without the need for desk phones.
Key features put to use include call queues for structured inbound handling, availability settings so callers are always routed to the right person, and call forwarding rules that ensure no call goes unanswered regardless of where staff are located.
Kai Savila,
ICT Manager,
OEM Finland
“Switching to Telia eliminated all problems, and the response rate increased to almost 100 percent”
Staying reachable across Finland
For OEM Finland, reachability is not just a head office challenge. The company operates across Finnish Lapland and other remote areas where connectivity has historically been a problem.
“Our salespeople operate, for example, near the eastern border and in the fells of Lapland, with no coverage gaps. Customer satisfaction has improved significantly now that we can serve our customers smoothly.”
Since moving to Smart Connect, customer satisfaction has improved significantly and the team is now able to serve remote customers just as effectively as those closer to home.
Simple to manage and easy to grow
The Telia customer portal has been central to ongoing management. Since implementing the solution, managing and grouping phone numbers has become much more straightforward. The solution is easy to maintain, and new numbers and routing rules can be created quickly and efficiently. User feedback has been positive, with the ease of activating out-of-office messages being highlighted as a particularly useful feature in day-to-day work.
Looking ahead, the goal is to integrate Telia Smart Connect more tightly with the company’s other systems, such as Microsoft 365, and to leverage its features more extensively.
Challenge
Calls were being missed, customers and sales were being lost, and call management was difficult to organise.
Solution
Telia Smart Connect, deployed across the company, with call queues, availability settings, and call forwarding to ensure full reachability across a dispersed team.
Result
Call answer rate rose to nearly 100 percent. Mobile connectivity now works reliably across Finland including remote areas. Call management is handled directly by the customer without external support.
Want to know more?
Just like OEM Finland, your business can benefit from the flexibility and reliability of Telia Smart Connect. If you would like to explore how we can support your organisation, get in touch with us.
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