Antalis

Antalis faced challenges with an outdated and fragmented communication system. Its offices across the Nordic countries relied on separate platforms, hindering internal collaboration and efficient customer service. This lack of standardization made it difficult to manage IT systems, integrate with CRM, and provide a consistent customer experience.

Antalis sought to replace its outdated and disparate communication platforms with a unified system. The company aimed to improve customer service by enabling faster call answer, reducing lost calls, and ensuring customers are connected to the most suitable agent. The new system needed to be flexible, scalable, and integrated with their CRM system to streamline workflows and enhance efficiency.

WIth Mitel, Antalis achieved a significant improvement in customer service, with 90% of calls now being answered within three rings. Intelligent call routing ensured customers were connected to the most knowledgeable agent, increasing first-call resolution rates by 15%, while the integrated system provided agents with real-time customer information, facilitating personalized service and efficient issue resolution. This integration led to a 10% reduction in average call handling time. The flexible, scalable solution adapted to Antalis's changing needs, optimizing costs and support organizational growth.