Aditro: Increasing Contact Center Efficiency for Improved Customer Satisfaction

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1 2015 SAP SE or an SAP affiliate company. All rights reserved. Aditro: Increasing Contact Center Efficiency for Improved Customer Satisfaction

2 Company Aditro Headquarters Sundbyberg, Sweden Industry, products, and services Professional services focused on IT software solutions and services for managing human resources, payroll, and financial resources Web site SAP solutions SAP Contact Center software Business growth through service efficiency Effective human resources, payroll, and financial management are the lifeblood of successful companies. To ensure these fundamental processes run smoothly, more than 12,000 Nordic businesses use intuitive, role-based software solutions from Aditro. Efficient service is key to satisfying these customers. Striving to streamline contact center interactions and enhance service responsiveness, Aditro deployed SAP Contact Center software. Improving efficiency and responding quickly to dynamic business conditions can help companies stay ahead of the competition. Recognizing this priority, Aditro works to help its customers realize greater strategic advantage from their HR, payroll, and financial management processes. By combining innovative, flexible solutions and services with our skilled personnel and process efficiency, we liberate our customers to focus on the strategic areas of their business, says Jukka Kallio, director Service Desk Nordic at Aditro Formed through several mergers and acquisitions of leading technology firms in Sweden and Finland, Aditro now employs more than 1,300 professionals. The company offers products and services that automate and streamline core business processes, helping employees and managers quickly and easily access the information they need. By helping its customers succeed, Aditro has become a leading Nordic solution provider. Read more 2 / SAP SE or an SAP affiliate company. All rights reserved.

3 Integrated view of customer interactions To manage interactions with customers in Finland, Norway, and Sweden, Aditro had deployed three nonintegrated solutions one specific to each country. However, lack of integration between these solutions prevented managers from viewing contact center operations across the enterprise. Because the legacy software systems offered no business intelligence features, it was very challenging to asses telephone service performance. Aditro wanted one software product that would help management create a single, real-time view of all customer interactions across the three countries. Critical were centralized reporting and business intelligence features that would allow managers to monitor and measure service levels and lost calls. When contact center agents in one location experienced a high volume of interactions, the software had to forward interactions to agents in another country. In addition, the company wanted software that could be accessed through an agent s computer or mobile device. To meet our high customer service standards, we wanted to create a pan-nordic solution that would align our contact center operations across all offices, says Kallio. Aditro also wanted to streamline its contact center operations. With one cohesive view of activities in all countries, we could gain insight into our service performance, adds Kallio. If we could improve our internal efficiency, customer service and satisfaction would rise too. Increasing operational effectiveness is the best way to ensure our customers get answers quickly. 3 / SAP SE or an SAP affiliate company. All rights reserved.

4 Affordable solution from a reliable provider Aditro evaluated several solutions and vendors in its search for the contact management software that would best meet its business needs. We needed a solution that would be easy to use for all of our service agents, says Kallio. It was also important to have a tool that we can use in every country where we operate and that provides a single source of customer interaction data. After considering both on-premise solutions and on-demand cloud solutions, Aditro decided to pursue a cloud offering. We feel that cloud is the way the modern systems should work, says Kallio. A cloud solution is easier to implement and use, and it is simpler to maintain. Costs are predictable, and a cloud solution helps us ensure our contact management system works the same way in all countries. Aditro chose the cloud edition of SAP Contact Center. The SAP solution effectively supports our business processes and our best practices, says Kallio. The solution was affordable and offers the features we need. And we believe that SAP is a stable, financially healthy supplier that we can rely on as our business grows. SAP Contact Center is the right choice to help Aditro efficiently address the huge volume of interactions handled by our contact center agents. 4 / SAP SE or an SAP affiliate company. All rights reserved.

5 Deployment with problem-solving expertise of the software took place in three phases beginning with Norway, followed by Finland and Sweden. Overall, despite the usual deployment challenges, the project was completed within budget. Key to the success of the implementation was the expertise offered by SAP personnel. Cooperation from the SAP team was professional, says Kallio. They had a problem-solving attitude, and education for the best way to implement and use the solution was excellent. Contact center agents were trained to use the software, and service desk managers learned how to create reports and monitor performance in real time. The SAP team also helped Aditro determine which features to deploy first. The solution offers a rich assortment of features, all of which are easy to implement technically, says Kallio. However, change is always challenging for people, so we needed to be selective about which features we deployed first. The SAP experts helped us make those choices. The SAP consultants implemented the solution so it would serve our unique requirements. 5 / SAP SE or an SAP affiliate company. All rights reserved.

6 Real-time, streamlined interaction management Today, approximately 40 contact center agents across Aditro offices in Norway, Finland, and Sweden use SAP Contact Center to answer calls and interact with customers. Using a single intuitive solution that handles both inbound and outbound calls, the agents can quickly respond to customers. Service desk managers use the SAP software for performance monitoring and reporting. Graphical displays of real-time interaction statistics allow managers to monitor how many calls are answered or missed. The SAP solution helps us visualize our service performance in real time, says Kallio. If the call volume rises, managers can balance the call volumes across offices in different countries or even put more agents on the phone so service levels remain high. Managers also use the reporting features of SAP Contact Center to understand factors such as interaction patterns, peak call hours, and employee performance. With this insight, Aditro can more effectively staff contact centers, identify call trends, and take steps to enhance service responsiveness. We use the follow-up tool to assess our service levels, at both a daily and an hourly level, says Kallio. The software makes it easy to see how well we are performing at any moment. With SAP Contact Center, we can balance the call load for maximum efficiency and responsiveness. 6 / SAP SE or an SAP affiliate company. All rights reserved.

7 Increased efficiency and improved contact center performance Aditro has realized significant efficiency and performance benefits using SAP Contact Center. Contact center agents work more effectively, using the sophisticated interaction management features of the software. In addition, Aditro managers use the solution to optimize contact center responsiveness. With powerful reporting and monitoring tools, we can plan resources more effectively, Kallio adds. When call volumes rise, the software makes it easy to add more agents. The software also provides new visibility into performance. Service desk managers see how quickly calls are answered and know when calls are missed. The monitoring features provide a clear view of the actual interactions and how quickly we are responding, says Kallio. We can assess how well employees perform and whether wait times are too long for customers. The SAP team has been proactively guiding us in terms of improving our usage of the solution and deploying the features that will deliver the greatest value for Aditro, says Kallio. We re very satisfied with the solution and support we ve received from SAP. Although it is too early to measure benefits quantitatively, Aditro has already received positive feedback about its contact center service from our customers. 7 / SAP SE or an SAP affiliate company. All rights reserved.

8 Aditro Plans to boost customer service As contact center agents and service desk managers become more comfortable with the SAP software, Aditro is considering adding new functionality to further increase service responsiveness. For example, the company plans to integrate SAP Contact Center with its customer ticketing system, which would give its agents quick access to customer data. Aditro also plans to integrate the solution with Microsoft Lync. The company is also considering adding chat features, giving customers the option to get service via chat. Studio SAP 32141enUS (15/01) 2015 SAP SE or an SAP affiliate company. All rights reserved. 8 / 8

9 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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