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Antalis

Antalis is Europe's leading wholesaler and is a global supplier of fine paper, packaging and packaging materials. Antalis has over 5,500 employees in 43 countries worldwide and has a leading position in the Swedish paper market and delivers 1.5 million tons of paper every year.

The employees in the different countries worked in their own separate IT systems, which made it difficult for both the employees and the IT department. The analyzes from the feasibility study showed how Antalis can streamline its processes and working methods and in that way get more satisfied customers. For the technical solution, the feasibility study resulted in a new and uniform communication solution for Antalis throughout the Nordic region.

The solution that Antalis chose is a smart and very flexible complete solution with telephone exchange, contact center, telephony applications, different types of connection and integration with Antalis' own CRM system.

For Antalis, it was important to create a simple and flexible system, which would be user-friendly for both customers and Antalis' own customer center employees, but also easy for the IT department to update and maintain. By creating a common solution used by all staff in the different countries, Antalis was able to make it much easier for its own staff. Both training in the system itself and updating internal routines becomes so much easier to handle as everyone is in one and the same solution.

 

Situation: An outdated and very inhomogeneous communication platform that also did not allow the same services and integration opportunities with contact centers and CRM systems in the various Nordic countries.

Solution
  • Contact center solution: Mitel MiContact Center Enterprise with reporting tool for follow-up
  • Extension types: MiCollab PC telephone, mobile extensions and MiCC Agent
  • Telephony application: Mitel InAttend
  • Contact Management: Mitel CMG for referral systems with online directory and user portal, voicemails and automatic voice answering
  • Switching platform: A centrally located Mitel MiVoice MX-ONE in a private cloud with gateways in each country for local survival
Results
  • Antalis answers faster and loses fewer calls
  • The customer ends up directly with an agent with the right skills
  • The customer is, if possible, always connected to the same agent
  • The agent has current information about the customer
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