Unsatisfactory call quality, no caller ID when transferring calls, and slow response times for service and support were among the practical and technical limitations that Wallmans wanted to avoid when choosing a new telecom provider.
Wallmans chose Dstny’s Connect telephony solution with a closed MPLS network and dedicated bandwidth (QoS) for telephony, which delivered a significant improvement in sound quality from day one.
VIP queues have been set up in the call flow for key partners, allowing them to get through more quickly. In addition, Wallmans has implemented queue callback, so customers can choose to be called back if there is a long waiting time.
From the beginning of the collaboration, a dedicated contact team has been assigned, giving Wallmans direct access to people who understand their solution and key contacts, ensuring that issues and new requirements can be handled quickly and efficiently, without having to wait in long phone queues. And more importantly: tasks are resolved fast.
For example, when construction work at Axeltorv caused disruptions to Wallmans’ internet connection, this was resolved by installing a 4G mobile backup connection that automatically takes over the data connection if the primary connection temporarily goes down.
Overall, the fundamental need was to ensure that customers could get through easily and experience a simple and seamless ticket booking process.
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