Svanströms El & VVS

Inc rease employees' mobility and availability with a mobile PBX

In today's fast-paced world, companies striving to be available 24/7 require a mobile solution to meet their customers' needs. Svanströms El & VVS, a Stockholm-based company founded in 2003, stands out as one of the few companies offering a 24/7 service, focusing on various electrical, heating, ventilation, and plumbing issues.

Håkan Svanström, Operations Manager at Svanströms, recalls: "The phone was ringing all the time. I could talk and work simultaneously, but eventually it became so much that I felt like I was surely losing customers; people trying to reach me couldn't get through. I had to find a solution to that problem."

Their customer base ranges from private projects to contracts worth millions of kronor. Svanströms handles an average of 6,000 jobs per year and receives 1,500 calls, aiming to be on-site within an hour.

Managing a large volume of incoming calls

The challenge

Being among the few selected companies in Stockholm to provide a 24/7 service for electrical, heating, ventilation, and plumbing issues, Svanströms was inundated with calls day and night, seven days a week. They had dedicated plumbers and electricians working in the field, requiring constant availability. Initially, Håkan handled most incoming calls himself with a headset to juggle both work and phone calls. However, this approach began to pose challenges.

For Håkan, efficiency suffered when he worked and managed the phone simultaneously. For customers in dire need of immediate assistance, waiting in line was not an option. It became apparent that a mobile exchange solution was necessary to address this growing problem.

Håkan emphasizes: "Without a mobile PBX solution, it would have been impossible for us to continue. We often have contract customers facing urgent issues like water leakage, and in such cases, immediate contact is crucial. Customers can't afford to wait for 30 minutes while their basement floods."

John Ahlgren, Account Manager at Dstny Sweden, recalls that the main challenge for Svanströms was interrupted calls, especially incoming calls from new customers and orders from existing ones.

With a mobile workforce, Svanströms needed more people to man the company number to ensure that customers got through quickly.

A work-from-anywhere mobile solution

The solution

The answer to Svanströms' communication issues was Dstny's mobile PBX. This innovative solution allowed Svanströms' staff to take their phone system with them and be available regardless of whether the customer called on a mobile number, landline or group number. With features like ACD Groups and number prioritization, Svanströms could effectively manage their phone lines and ensure that customers in urgent need were connected quickly and in the right order. The solution also enabled them to meet contracts and service level agreements (SLAs), prioritize critical cases and dedicated customers.

What the customer says...

“

Our team has complete confidence in the Dstny products we use; they always work flawlessly. Since we also provide on-duty services for emergencies, we understand the critical importance of rapid assistance, which we achieve with Dstny. I feel very secure with the services we have from Dstny; they function impeccably.

Håkan Svanström - Operation Manager

Svanströms El & VVS

The result – A Thriving Business, Accessible from Anywhere

Svanströms has established a thriving business in Stockholm, gaining a reputation for their expertise, exceptional customer service, and constant availability. Håkan attests, “Our operations have been seamless since the inception, and we wouldn’t have experienced such rapid growth without 24/7 accessibility through our mobile phones. It’s an integral part of our business.”

Having a shared company number that their staff could answer around the clock significantly reduced the workload, allowing Svanströms to expand their business rapidly.

Since implementation, Svanströms has grown their workforce to 50 employees, with 10 people out on site, at any given time. The ability to manage calls has allowed them to grow and capture new customers. And with the improved way of handling calls, this growth could happen without affecting existing customers negatively, making sure they keep customer satisfaction up.

See the interview with Håkan here:

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