Case Study: Viking Line

Customer Profile

  •  International shipping company; passenger services, recreation and cargo carrier services
  •  A total of 15 contact centres in 3 countries and 10 cities dealing with three different currencies and two time-zones
  • Needs

  • More flexible phone service
  • Prevent loss of phone calls
  • Solution

  • MiVoice MX-ONE
  • Solidus eCare®

Viking Line commenced its services in 1959. Today, Viking Line owns seven vessels, which sail between the Finnish mainland, Åland and Sweden as well as between Finland and the Baltic states. Operations include passenger services, recreation and cargo carrier services. Viking Line vessels combine the luxury and sumptuousness of cruise ships with high-capacity vehicle decks, thereby meeting the needs of cargo traffic and of tourists who wish to continue their journey by car. Viking Line has 4 offices in Finland, 2 in Åland, 7 in Sweden and 2 in Tallinn.

Viking Line’s main goal to offer customers the best quality of service, and Aastra’s solution has made this goal possible. The previous system did not meet with today’s requirements of flexible, multimedia solutions: half of the orders are processed by phone, while the other half is processed via the Internet. While serving customers on the phone, Viking Line agents also offer other services.

MiVoice MX-ONE and Solidus eCare® were jointly implemented, making it possible to concentrate all services under one solution. Now that technology no longer limits their services, Viking Line can direct operations according to the customer’s and its own needs. One of the most important results in the implementation of the MiVoice MX-ONE and Solidus eCare® is having a single contact centre for 200 agents, operating throughout 15 call centres located in 10 cities of 3 different countries: a WAN/IP based solution which provides benefits for remote working with no geographical limits.

“The new phone system has significantly increased flexibility. Now, call centre agents can easily be relocated between different service desks according to actual needs.”

Heli Salonen, Sales Manager
Viking Line

Key Benefits

  • The new contact centre is more cost-effective, flexible and comprehensive
  • Extensive reporting system
  • Call back function
  • The solution is easy to expand and develop according to future needs