VS Automatic

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VS Automatic chose Dstny to optimize the customer experience end-to-end

VS Automatic A/S is a 25-year-old electrical company specializing in electrical installations and automation solutions for both private and business customers. They also provide consulting on green energy and offer services such as electrical inspections, security solutions, surveillance, heat pumps, EV chargers, and more. In addition, the company services various installations within the agricultural sector. Their customers are primarily located in the area between Østbirk, Horsens, and Hovedgård, served by nearly 100 employees across three locations.

VS Automatic has been a customer since 2019, when they chose the Connect 3.0 telephony solution.

VS Automatic also supplies Dstny SIM cards for alarm solutions used by their customers.

In the autumn of 2021, the company additionally implemented a customized version of Dstny’s customer satisfaction measurement service, nps.today.

Telephony solution with Denmark’s best coverage

Connect 3.0 is Dstny’s telephony solution, offering a wide range of features and an easy, intuitive user interface that meets the communication and collaboration needs of most businesses and organizations. For VS Automatic, three key factors made Dstny the preferred choice:

The platform behind VS Automatic’s previous telephony solution was the same as with their former provider
Users and administrators could start using the solution immediately
No training was required

The delivery technician was already familiar to VS Automatic, which created confidence in a smooth and efficient implementation, along with a strong understanding of their needs.

Finally, Dstny is the only provider that can offer access to all mobile networks within a single solution. Since VS Automatic’s employees spend long days on-site with customers, mobile coverage must always be reliable. Dstny delivers on this by not being tied to just one mobile network.

Communication with integrated customer satisfaction measurement

Ensuring high customer satisfaction is a key objective for VS Automatic. Previously, they used measurement methods that were too unreliable, and surveys were unsystematic and too time-consuming relative to the value they provided.

The globally recognized customer satisfaction system Net Promoter Score (nps.today) is offered by Dstny in collaboration with nps.today. The service is easy and quick to integrate into Connect 3.0. VS Automatic took advantage of this and implemented a customized version of the service in autumn 2021, initially to measure satisfaction with central customer service and on-site service delivery.

The results from the measurements have been surprising

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“We are pleasantly surprised by the high response rate of around 20%. That’s a clear improvement compared to previous efforts. On average, we score as high as 69 on a scale from 0 to 100.When we receive a low score, we call the customer or contact person to understand how we can address the reasons behind the lower satisfaction. What has surprised me is that most of these calls turn into a very positive customer experience, because customers can see that we are committed to improving, and that we act on it immediately.”

Torben Steffensen - Director

VS Automatic

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