Advania Norway Reworked Buyer Help With Webex

Advania Norway is a tech firm that gives IT assist, combining {hardware}, software program, and cloud options, to non-public and public enterprises. With a staff of 120 contact middle brokers and 1000’s of organizations trusting these professionals to ship personalized assist, having a streamlined communication channel is crucial.

The corporate-wide mission at Advania Norway is to place individuals on the coronary heart of every thing it does, and delivering an distinctive buyer expertise isn’t solely central to every day operations but additionally a key driver of the corporate’s future-focused objectives. Moreover, it’s a significant approach for the corporate to distinguish itself from rivals, providing a people-centered method to every job.

Outdated programs have been creating roadblocks for Advania Norway, stopping the staff from offering the extent of buyer assist they aimed for. The staff turned to Webex Contact Heart for streamlined operations and communication, and right here’s the way it benefited all events.

Outdated programs held again the shopper expertise

For years, Advania Norway operated on an outdated cloud-based contact middle system. Whereas it labored for some time, it lacked essential fashionable options comparable to AI capabilities, a ServiceNow integration, and adaptability for future use. This restricted the corporate’s potential to ship seamless buyer experiences and didn’t assist Apple computer systems.

Not solely have been programs not performing to the perfect of their talents, however the Advania Norway staff additionally struggled with inefficient name routing. In actual fact, the system incorrectly routed almost 70% of incoming calls, requiring handbook intervention and transfers. This mix-up led to buyer dissatisfaction and elevated workloads for the inner staff.

Their prior platform’s inflexible system made it troublesome to customise reporting or combine with third-party options, leaving essential information inaccessible. With out the correct insights to know what was working and what wanted extra consideration, Advania Norway’s workers was caught conducting guesswork, hoping that hypothesizing and making assumptions would allow them to present complete steerage for patrons.

Lastly, the dearth of future-proof options hindered the corporate’s potential to innovate and undertake rising applied sciences like AI-driven instruments or ServiceNow chatbots. As an alternative, the staff needed to play catch-up reasonably than proactively approaching digital transformation.

“We wished one thing extra fashionable, and with AI capabilities that would take us into the longer term,” mentioned Torjus Carlsen-Kirkemo, Head of Buyer Expertise at Advania Norway, which is what they started in search of immediately.

The seek for a contemporary answer

When Advania Norway determined to switch its legacy contact middle system, the staff didn’t simply desire a new platform—they wished a strategic leap ahead. The purpose was to create a buyer expertise ecosystem that would evolve with their enterprise and anticipate upcoming wants, reasonably than merely react to points as they come up. 

After evaluating two potential contact middle platforms, the corporate selected Webex Contact Heart. “Cisco stood out as essentially the most forward-looking answer,” mentioned Carlsen-Kirkemo. 

The evolution course of targeted on three core priorities: AI innovation, deep integration capabilities, and long-term scalability. Advania Norway’s present platform had essential shortcomings for an organization that prides itself on effectivity and technical excellence.

“We knew we wished to construct one thing round AI from the beginning,” mentioned Carlsen-Kirkemo. “Not simply migrate what we already had.”

Past technical capabilities, the brand new system additionally wanted to replicate the corporate’s human-focused tradition. Meaning it needed to improve each the worker and buyer expertise. Webex Contact Heart supplied that steadiness by way of an intuitive interface, seamless collaboration throughout units, and native integration with Microsoft Groups and ServiceNow.

“Webex Contact Heart gave us a platform that we might develop with, not develop out of,” mentioned Carlsen-Kirkemo. “It wasn’t nearly fixing immediately’s issues, however about making ready for the longer term.”

From legacy to modern

The migration to Webex started in August 2024 and was efficiently accomplished by December of that very same 12 months. The staff applied superior AI-powered routing to make sure calls and chats have been directed to the right groups. This lowered the proportion of disconnected calls and helped clients speak to the correct individuals faster than earlier than.

“We’ve saved two full-time positions simply by not having to manually switch calls anymore,” mentioned Carlsen-Kirkemo.

Webex Contact Heart simply works alongside ServiceNow and Microsoft Groups to create a unified, seamless expertise for brokers and clients. Plus, a collaboration with Butcher + Suter, a licensed implementation accomplice, deployed a connection between ServiceNow chatbots and Webex that leverages the identical routing strategies for voice calls.

To handle gaps in information assortment, Webex affords customizable reporting instruments that give supervisors and leaders clear visibility into efficiency metrics and developments, enabling extra strategic decision-making. This perception helps managers establish areas the place brokers might have extra assist or coaching, guaranteeing the staff can ship quicker and simpler buyer steerage.

Since flexibility was key for making a optimistic work surroundings, brokers can now use their most well-liked computer systems, together with Apple units, which work seamlessly with Webex Contact Heart.

Transformative influence throughout the group

With this transition, clients and workers are happier, and complaints have considerably decreased on account of quicker problem decision and simple routing. On prime of happier groups, brokers not must log out for breaks or lunches, enhancing productiveness. The power to make inside calls straight in the platform and collaborate with stakeholders throughout stay buyer interactions accelerated drawback decision.

The Webex dashboard delivers managers with real-time suggestions and information, which supplies a transparent view of staff efficiency and name statistics, enabling higher teaching and assist. The platform additionally permits third-party integration with Torius, a Nordic vendor’s name middle screens. Now, ServiceNow and Webex Contact Heart metrics are displayed in a single cohesive view alongside queue updates and demanding instances, providing a complete snapshot for brokers and supervisors.

Innovation in progress: Constructing the longer term with AI

For Advania Norway, the launch of Webex Contact Heart wasn’t the end line. The corporate’s subsequent part focuses on utilizing Webex AI Agent, AI Assistant, and automation to create even smarter, extra seamless buyer experiences. By integrating with AI Agent, Advania Norway will be capable of ship human-like conversations, simply design and deploy brokers, and absolutely resolve buyer points like by no means earlier than.

The corporate additionally plans to leverage assembly summaries and recommended responses throughout the AI Assistant to assist workers resolve inquiries quicker with much less handbook intervention. These enhancements will permit workers to focus extra on clients and fewer on administrative duties.

By combining digital developments and empathy, the corporate continues to redefine what it means to ship expertise with individuals at coronary heart. Study extra about Webex options to see how they might help your organization attain its objectives.