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.
Zpark is a Swedish company delivering smart energy systems, including destination chargers with both EV and Schuko outlets for electric cars, combustion engine vehicles, e-bikes, and e-scooters. Zpark also offer quick chargers with integrated battery storage, all managed via their own software platform and app. With smart services that simplify both user and admin experiences, and a rapidly growing customer base, Zpark chose Telia Smart Connect to streamline support and internal communication.
One platform for all communication
Every day, Zpark’s support team handles incoming calls from customers, installers, and partners. With multiple queues in place – for user support, technical issues, and general inquiries – the team uses Smart Connect as their central communication hub.
– We use Smart Connect every day – it’s our go-to platform for handling calls, says Emma Stohne, who works with both support and administration. It works like a mini call center where we can easily route calls to the right queue or person – even between different teams.
Team members primarily use the web-based softphone but also log in and out of queues via mobile when needed, giving them the flexibility to manage work on the go.
Emma Stohne,
Customer Support,
Zpark Energy Systems
“Everyone understood how it worked within a day. It’s very intuitive – we barely needed any onboarding at all”
Intuitive for users – powerful for admins
One of the key advantages of Smart Connect, according to Zpark, is how quickly everyone got up to speed.
– Everyone understood how it worked within a day. It’s very intuitive – we barely needed any onboarding at all, Emma explains.
But it’s not just ease of use for the individual that matters – Zpark also highlights how simple it is to manage Smart Connect internally. As an administrator, Emma can easily set up and adjust call flows, IVRs, and queues directly in the platform.
– If someone needs to be added or removed from a queue, or if we want to change the flow of incoming calls, I can do it myself without waiting for external support, she says. It gives us the agility we need to adapt on the fly.
Using data to work smarter
Zpark is now looking to take their communication to the next level by exploring Smart Connect’s built-in reporting and analytics features. The statistics module makes it possible to monitor key metrics like call volumes, wait times, abandoned calls, and queue performance – all in real time.
– To improve efficiency we are now working on utilising the statistics feature more. We want to follow up more closely on things like how many calls we get each day and how long people wait. It helps us staff more efficiently and improve our service, says Emma.
To learn more about how Smart Connect’s reporting tools can help improve your business, check out our blog post on statistics and reporting.
Ready to power your communication?
With Smart Connect, Zpark has found a solution that combines simplicity, flexibility, and powerful admin features – helping their team stay connected and efficient, every single day.
Want to know how Smart Connect could support your business? Get in touch with us – we’d love to help.
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Speak with one of our local sales offices today to learn more about the possibilities and opportunities Telia Smart Connect can bring to your team.
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