Flexible and versatile service

"We were particularly impressed by being able to access availability data directly from the SIM card and the Office 365 environment. We were also delighted by how easy it was to create and use service pools."

Mikko Kauppinen, Development Manager / Tapiolan Lämpö group

Better availability creates better customer experiences

Tapiolan Lämpö group's customer services have obtained communication tools from Enreach, making staff both more reachable and more efficient.

Tapiolan Lämpö was founded as the main heating company in Tapiola, Espoo, in 1956. The company's operations have grown and diversified over the years.

Trusted expert in real estate business

Today Tapiolan Lämpö group offers building management, expertise and repair, maintenance and transport services to housing and property companies in the Greater Helsinki area. The group has a staff of more than 300 real estate professionals.

When it was time to modernise Tapiolan Lämpö group’s telephone system, it was important to find a scalable, agile and advanced system to support the group’s growth targets.

According to Kauppinen, the Enreach service and mobile phone subscriptions is the most versatile service option, providing the best operational support for Tapiolan Lämpö operations and being more advanced than rivals on the market. Having used the system for several years, he knows what he is talking about.

“The service is easy to use, you do not need new equipment and can communicate with standard desktop computers, laptops and mobile phones,” says Kauppinen.

Better availability creates better customer experiences

Tapiolan Lämpö is now using a dozen or so service pools, in which the number of calls, response times and call duration are followed daily. The Enreach service routes calls to the correct numbers automatically. Thanks to this smart routing and real-time monitoring, resources can be channelled precisely where they are needed.

Kauppinen says that the group used to have a manually updated phone directory, in which each employee marked their absences. Once the Enreach services were launched, all employees were added to a directory covering the entire group, showing not only their phone numbers and user details but also everyone’s active reachability statuses.

Enreach also assisted customer services with email processing and ticketing. “Previously, up to 30 people could be reading the same email account, which caused confusion and slowed down the system. The current ticketing and categorisation facilitate email management, and everything is now going smoothly,” says Kauppinen with a smile.

To support resource planning, Enreach’s reporting service not only lists the number and duration of calls, but also issues such as when the calls were made and how quickly they were answered. Reporting data has enabled us to increase or decrease customer service resources according to need. Reporting has greatly contributed to operational planning and thereby become an excellent tool for work management.

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