Falu Energi increased their efficiency and insight for customer service by implementing Sweet One
As a result of the procurement that was completed in the spring of 2020, Falu Energi & Vatten now has a new case management system in place that gives employees "a overview of the customer" with a complete history and conditions to be able to deliver higher customer satisfaction
Falu Energi experienced an opportunity for improvement with their information management, which required a lot of administrative work for the customer service department.
As a part of a bigger organization change, they were looking for new ways of working and with a full system covering all areas as case management, CRM and work orders.
In connection to the procurement and the implementation, the goal was to handle at least 70 % of all customer matters with the new system.
Representatives from both customer service and other parts of the organization participated in the process of creating the new system. By arranging workshops, several demo sessions and test all functions in the systems, we got an overview of their needs and the focus areas in the solution is:
- A complete overview with history of customer matters
- Modern and intuitive interface
- Saving clicks
- Automated and easy assignment of cases to different working groups
- Opportunity to use dynamic checklists to facilitate case management
With a fast implementation of Sweet One, the system is currently used by 130 employees at Falu Energi. The new way of working has already shown a number of effects as:
- More then 95 % of customer cases is handled in Sweet
- All customer communication gathered in one place
- Web based interface with a fast and easy customer overview
- Shorter processing time of cases
Here you can find more customers stories and read how the customers are using Sweet solutions.
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