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We could not keep up with our customers
‘In a few years, we have gone from selling relatively simple products to fairly complex solutions – and at the same time acquired a lot of new customers. But we could not keep up, and customers became increasingly dissatisfied. So, quite obviously, we had to redefine our service organisation and the tools we had available.’
Martin Carlsson, Product Development Manager
Customer satisfaction improved from bottom to top
Through the CRM system, Teracom Boxer Group handles 15,000 to 20,000 customer inquiries each week by email, phone and chat. The company has raised customer satisfaction to a level where it is no longer at the bottom – but at the top – of analyses comparing end-customer-oriented Nordic companies to each other.
Teracom Boxer
Company profile
Teracom Boxer Group
Teracom Boxer Group, one of the leading Nordic media operators, offers TV and network products in Denmark and Sweden, services approximately 900,000 customers and has a product portfolio which can be combined in thousands of ways.
Teracom Boxer Group consists of Teracom Sweden, Boxer Sweden, Teracom Denmark and Boxer Denmark. The group has just over 700 employees.
We can work much more proactively than before
‘Of course, it is crucial to help each customer when he or she calls us. But when you have as many customers as we have, everything scales up. And it is a very tangible benefit to be able to identify problems quickly, nip them in the bud and perhaps inform or help thousands of customers before they call or write to us.’
Martin Carlsson, Product Development Manager
Flexible customer service across numerous service centres
During the periods with the most pressure, Teracom Boxer Group employed 800 people in customer service. Today, 200-250 people are employed in service centres in Sweden, Denmark, Spain and Portugal.
‘We now have a system which supports flexible customer service across numerous service centres.’
Martin Carlsson, Product Development Manager
About the solution
Our employees have to have really good tools
‘We chose Microsoft Dynamics 365 Customer Service, which is user-friendly, flexible, easy to configure and in many ways light-years ahead of some of the other platforms we have worked with. We want to know as much as possible about each individual customer, and our employees have to have really good tools to hand with which to provide the best service.’
Martin Carlsson, Product Development Manager
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Dennis Rasmussen2021-02-12 08:57:102023-05-03 10:07:55Synap IoT
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Dennis Rasmussen2019-06-04 09:16:402023-05-03 09:21:32Orbicon Informatik
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Dennis Rasmussen2019-06-02 09:49:492023-05-03 09:18:28Optimera
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Dennis Rasmussen2019-05-31 09:31:292023-05-16 11:11:22Kompan
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Dennis Rasmussen2019-05-29 09:34:302023-05-02 13:14:44DanuCare
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Dennis Rasmussen2016-12-08 14:07:242023-05-03 09:10:22Norican Group
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Dennis Rasmussen2016-06-27 13:46:032023-05-03 10:50:31Teracom
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Dennis Rasmussen2016-06-27 13:45:422023-05-02 11:25:59Brødrene Dahl
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Dennis Rasmussen2016-06-27 13:38:452023-05-03 10:03:22SelandiaContact us to learn more or to schedule a free demo
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