One of the key requirements for a new solution was the ability to continuously monitor call handling performance and ensure that local centers had full visibility of all calls.
Pelican Self Storage therefore chose Dstny’s Connect telephony solution, where queue statistics are integrated into the personal Connect Client, and where the system’s call data is accessible via API. Pelican Self Storage has leveraged this to exchange data with custom-built analytics applications, including use on large display screens.
They have designed advanced call flows where centers support each other in handling calls, and where email notifications are configured to alert responsible employees when specific call events occur, for example, when calls are missed or when a customer in a queue opts for a callback instead.
Pelican Self Storage also chose a combined IP and mobile solution, as glass and structural elements in their centers had previously weakened mobile signals significantly.
After a test period with the new setup in Denmark, Pelican Self Storage quickly decided to roll out the solution with Dstny in Sweden and Finland, including training for Swedish and Finnish staff.
Having telephony across all three countries with the same provider now allows them to easily analyze performance across markets on a single platform, providing faster insights and a stronger basis for decision-making.
Pelican Self Storage"
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