Client testimonial  – Svensk Adressändring

“Through the cooperation with Ageris we have a competent partner who continuously deliver customer service of high quality, good sales results and profitable customers.”

– Carin Andersson, MD

Customer service as sales channel

“Through the cooperation with Ageris we have a competent partner who continuously deliver customer service of high quality, good sales results and profitable customers. Ageris brings us important expertise and allows us to develop our services in the direction demanded by the market”, says Carin Andersson, MD.

Needs

Svensk Adressändring has an outsourcing strategy. “We avoid tying up equity, we have a scalable business with variable costs and access to expertise in several areas, including customer service”, says Carin.

Solution

Ageris has organized the operation into teams located at three locations that cooperate on the delivery of customer service and sales. Ageris also has a specialist organization in Strömsund acting as 2:nd line with extensive experience in postal processes. The 2:nd-line in Strömsund do text-based customer communications such as chat and e-mail as well as  scanning, finance functions and investigation of more difficult customer cases.

Result

In January 2014 85% chose to buy forwarding of post when moving. In January 2016, this figure is 91%.

In addition to sales, Ageris and Svensk Adressändring in close cooperation also develop other areas of the operation. A close partnership, shared goals and a healthy business relationship are essential ingredients for long-term successful cooperation that has survived many changes in over 20 years.

Focus on sales ​​

In recent years, Ageris systematically worked to increase sales in customer service. Some key success factors are:

  • Customer satisfaction measurements with monitoring at individual level and real-time feedback to sales staff.
  • Customer segmentation and identification already in IVR. Skill-based routing to maximize sales.
  • Sales contests weekly on individual, team and center level where the results are regularly communicated.
  • Incentive systems that clarifies what is important and increase motivation.
  • An appointed sales manager that follow up and coach team leaders throughout the organization.
  • A reporting system that shows sales performance at frequent intervals.
  • A feedback culture to stimulate motivation.
  • Individual development plans.
  • “Peer-to-peer coaching” where the most successful sellers are actively sharing their best advice to colleagues.
  • Attention from Ageris management team and the client.
  • A social intranet for an easy way to communicate goals and results, and share experiences.
  • Celebration of wins and strive for new goals.

To maximize sales performance, it is about having a clear strategy, implement it and work seriously with all dimensions of customer service areas such as technology, processes and people.

Would you like to read about our other clients?