SAS, Scandinavia’s leading airline and winner of Europe’s most punctual airline three years in a row, has invested in cloud-based technology from Intelecom to create a flexible, contact centre that spans three countries and supports the company’s busy ground handling department. Intelecom Connect provides standardization that accelerates customer response times, boosts agent morale and has delivered tangible cost savings to the business in less than twelve months.
SAS required more consistent ways of working across the company’s three separate contact centres in Sweden, Denmark and Norway and provide customers in its successful home market, the Nordic region, with an enhanced, efficient service.
Although the SAS contact centre in Sweden had relied on Intelecom for many years, the company’s Norwegian operation used a different system that lacked Intelecom’s agility and rich functionality while there was no contact centre system at all in Denmark. SAS decided to implement a standard solution for Scandinavia and evaluated the market including Intelecom and an alternative system used in Norway.
Jeff Markstedt, Director of IT/Voice Solutions at SAS in Sweden, commented, “We decided to invest further in Intelecom upgrading and expanding the Connect solution across all three countries to create one single, standardized contact centre. Based on our previous and very positive experience of using Intelecom, we felt confident the technology was user-friendly, had superior functionality and cost-efficiency all rolled into one powerful solution.”
Connect offers a flexible solution that incorporates a call centre enabling all enquiries to be managed via the telephone, email or SMS. For example, if bags are misplaced the customer is given a telephone number that is routed through the Intelecom system. The customer then receives a tracking ID or when the luggage is located an SMS message telling them it will be forwarded to their chosen destination address.
Connect from Intelecom helps balance out peaks and troughs in call volumes giving customers the flexibility to deal with available agents in three countries leading to increased responsiveness and enhanced satisfaction levels. One of the major advantages of Connect is the facility to offer customers the option to request a call back at busy times.
Anders Sonefors, Sales Manager at Intelecom Sweden concluded, “As one of the most successful and high-profile airline groups in Scandinavia, SAS has built up an enviable reputation for excellence. Intelecom’s cloud-based contact centre technology, Connect, provides the reliability and flexibility to help SAS deliver fast and efficient service to customers whether in Norway, Sweden or Denmark by way of a combined contact centre.”
SAS is Scandinavia's leading airline with daily flights to destinations in Europe, USA and Asia. SAS is a member of Star Alliance ™ (http://www.staralliance.com/en/) and, together with 26 partners, it offers over 1,300 destinations worldwide in more than 190 countries.
For more information, please visit www.sas.se
Intelecom is a leading provider of cloud contact management technology. With over 14 years’ experience, Intelecom was one of the first developers of cloud based contact centre solutions. Highly flexible and scalable Intelecom’s technology can be adapted to accommodate one to several thousand concurrent agents or callers to any device, any location and integrates to multiple applications seamlessly.
Intelecom’s objective is to help our customers achieve greater operation efficiencies through their contact centre processes and to give them the tools to improve their customer experience. To this end we design cost effective services which deliver strategic objectives and increase customer satisfaction. Intelecom is an organisation focused on innovation, with 70% of our employees working in a technical capacity we continue to develop market leading functionality which meets customer requirements today, tomorrow and beyond.
Today Intelecom delivers contact centre services to over 2000 businesses, total revenue exceeds GBP 50 million with strong profitability.
For more information please visit www.intele.com or contact:
Intelecom UK Ltd
T: +44 (0) 845 080 3070
Mary Phillips/Andreina West,
PR Artistry Limited
T: +44 (0)1491 639500