When working in communications, as LINK Mobility does, an easy-to-use telephony solution is essential. That’s why they chose Telavox to simplify collaboration between offices in the Nordic countries and have complete control over all aspects of their telephony.

LINK Mobility is a mobile communication provider offering communication platforms and API services for SMS, email, WhatsApp, and more. Over 50,000 customers receive help with mobile communication for notifications, marketing and campaigns, and customer care.

Natalie Åberg has been the head of customer care for three years. Her support team in Stockholm, consisting of seven people, focuses on technical support and billing enquiries. They also actively manage the delivery of their products to new and existing customers.

“Our workdays can vary from resolving issues like why an SMS wasn’t delivered to more advanced questions concerning our APIs. We provide support through both email and phone to ensure our customers get the help they need.”

Natalie Åberg, Head of Customer Care at LINK Mobility.

During an office move, Natalie reviewed the company’s current telephony solution and felt something was missing. They wanted a better and simpler interface where it would be easy to switch subscriptions, collaborate with leading operators, and have a system that was easy to use.

Another must-have was the ability to transfer calls between the Nordic countries:

“We were looking for a PBX to facilitate smooth collaboration with our Nordic neighbours. Our vision was for it to be easy to assist each other via the PBX and effortlessly transfer calls between countries. Additionally, we aimed to make it easier for those working for multiple countries.”

“We work a lot together in the Nordics, and one reason we chose Telavox was that we can transfer calls between countries. For example, if Sweden is at a kickoff, we can forward the calls to Norway’s support.”

Natalie received a demo from Cloudwiser and Telavox and liked what she saw. Since her team focuses on support, they looked closely at different PBX options for specific departments.

“We spend a lot of time in meetings, so I like that you can connect to Microsoft Teams and sync your calendar. This way, agents won’t be disturbed by calls but still have control over their status.”

For example, through Telavox, they have a setting where the calls go to the billing department if everyone in the tech department is in a meeting.

Natalie describes the implementation as super smooth but not without some nerves:

“Before the onboarding day, I felt a mix of excitement and nervousness. The thought of handling SIM card changes for 30 people on the same day caused some worry, but I was still looking forward to it. Despite this, the day turned out to be surprisingly smooth and successful! I had carefully prepared every step and sent out information about the change well in advance. Thanks to detailed briefings from Cloudwiser, we were well-prepared for the task.”

On the day, Natalie had a start-up meeting with Cloudwiser:

“They were available all day to assist with any questions. The execution of SIM card changes and the adjustment of the PBX went incredibly smoothly and without major issues.”

Even after the onboarding, Cloudwiser has been a great support, which Natalie appreciates:

“Cloudwiser is fantastic. I am very satisfied with them, and they respond quickly if I write to them. We spend a lot of time in our own systems and don’t have much time left over, so it’s nice that they can help when needed.”

In the Telavox app, Natalie, as an admin, gets an overview of their calls. She can see their queue system, the number of calls, who is active, if it’s ringing, and who is taking calls.

“Even though much of our customer communication is via email, telephony is a must, not least with our SLA customers, as they should be able to reach us within two minutes. We need to be available when it happens. With Telavox, we can provide quick responses and show that we care about our customers and partners.”

Natalie describes that they have more control today thanks to Telavox’s solution.

“Now it’s easier to see how much we pay and how much data is used. Additionally, we can easily adjust and add data when needed. I also get a better overview of incoming calls and if we miss any. Another plus is that we save time as we don’t have to contact support as often as before,” says Natalie.