A future system was also hoped to be flexible enough to allow further development and not hinder it. The system's user experience was also essential: the new system was expected to be logical and intuitive and better support customer service.
Kiertokapula has a large customer service function. Customers contact Kiertokapula via telephone, email, chat, and the customer network. The customers of Kiertokapula are residents, landlords, and municipal contact persons.
Modern multi-channel customer service
Kiertokapula chose twoday's CC Suite as its new customer service system, which is now used to handle all customer service channels: emails, phone calls, callbacks, and text messages. A third-party chat tool is also currently being integrated into the system.
The customer satisfaction tool in CC Suite requests customer feedback after calls and emails. The tool also includes reporting and administrator tools, which Kiertokapula can use to change user IDs, recordings, and predefined responses, for example.
Kiertokapula is at the forefront of circular economy companies utilizing artificial intelligence to develop customer service. In collaboration with us, Kiertokapula will soon introduce AI-based customer service assistants to support customer service staff by speeding up response times and improving the customer experience. In addition, artificial intelligence will support work tasks, streamline operations, and free up customer service resources for more meaningful and customer-value-generating work.
"The new customer service solution has reached its high expectations. It enables us to serve our customers better, regardless of the channel. For example, the system displays the service situation, eliminating the need for separate 'air traffic control' work. We will soon introduce a new feature allowing the system to assign work to available customer service representatives based on demand. The reports generated by the system have also enabled us to lead business based on data, as we can see exactly why customers are contacting us," says Lotta Löfberg, Customer Service Manager at Kiertokapula.
Löfberg is responsible for developing and managing customer service and measuring and improving the customer experience.
Shorter waiting times and faster responses
With the new customer service system, Kiertokapula can handle callback requests much faster than before, and the response time for other customer service channels was also reduced immediately after the new system was implemented.
"The system manages our work so well that we can respond to callback requests within an hour, which is fast. Response times have also been reduced in other channels, and we were surprised that this change happened immediately after the new system was introduced. It was a positive surprise that we got such good results right away," says Löfberg.
Collecting customer feedback from the customer experience perspective has also taken a giant leap forward at Kiertokapula. Feedback is collected more effectively than before, and as a new feature, each employee receives their feedback directly.
"This is good for the personal development of every employee. The feedback we receive is usually excellent, so now we can pass that good feedback directly from customers to employees," says Löfberg.
Smooth implementation project
Kiertokapula's customer service employees have given positive feedback on the new system and its implementation. The new system has been easy to use, and employees have learned how to use it quickly. The implementation has also been smooth for customers.
"When system changes are made, the transition phase can be difficult. It can be a very painful phase and requires a long adjustment period. But now everything went surprisingly well. There were no customer service interruptions, and customer service employees were satisfied. They have found the system changeover to be very smooth," says Löfberg, continuing:
"In my opinion, it is quite rare that employees give feedback that the implementation of a new system went smoothly and that the system felt clear and easy to use. This is an excellent thing because if there are a lot of problems during implementation, it is difficult to turn that image into a positive one later on."
Löfberg says that, in his opinion, twoday's experts have been excellent, working with twoday has been pleasant and flexible, and everything has worked well.
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