Intrum ups efficiency with new contact-centre technology
Using the same contact-centre platform across Europe has enabled the credit management firm Intrum to optimise its day-to-day operations. The aim is to outsource the operation and development of the platform so as to be able to deliver a better customer experience.
“Advania will handle application operations across Europe, where just over 6,000 employees in the contact centres will seamlessly communicate with individuals and companies about their late payments. In addition, we are entering into a strategic partnership with Intrum and developing customer services so that they function optimally across all the different channels. It’s a new and fun business-oriented step for us,” explains Pär Lindström, Communications Centre Customer Manager at Advania.
Intrum has already implemented the system Pure Connect in Denmark. It will be up and running in Sweden, Finland, the UK and the Baltics by February next year. Once every country is using the same system, there will be around 24 countries in Europe and 6,000 agents that will be able to communicate seamlessly in everything from ordinary phone calls to chat, WhatsApp and Messenger.
“The aim is to minimise the number of solutions for our contact centres, while at the same time outsourcing the development and optimisation of the system. This will enable us to save money and focus on what we’re good at – helping companies and organisations get paid and individuals to become debt-free,” says Juuso Rantasalo, Business Development Manager at Intrum.
By choosing Pure Connect, Intrum has gone from having different local solutions in each country to a common online and digital-based contact-centre platform. The platform provides functions for chatbots and instant messaging for Facebook and Twitter. All the functionality is built into the platform so that there is no need for third-party providers. Advania is responsible for supplying and operating the platform, plus applications and function development. The agreement was signed on 1 February 2019 and will run for three years with an option for extension.
For more information:
Pär Lindström, Communications Center, Advania Sweden
Tele: +46 761 40 00 41
Tomas Wanselius, VD Advania Sweden
Tele: +46 70-454 35 24
Advania is a Nordic IT corporation, operating in 25 locations in Sweden, Iceland, Norway, Denmark and Finland. The company focuses on helping customers to improve their performance with innovative use of best available IT platforms and services. Advania serves thousands of corporate customers, multinational enterprises, governments and public institutions, big, small and medium-sized companies in all aspects of society. Advania traces its roots to 1939 when an Icelandic entrepreneur founded an office equipment repair workshop in Reykjavik. In the following decades, three separate branches of IT-companies evolved in three Nordic countries, Iceland, Sweden, and Norway. In 2012 they were braided into one and Advania was formed. For further information, please visit www.advania.com.