“Retta Isännöinti oversees approximately 6,000 properties, which together contain over 150,000 homes. Our clientele primarily consists of residents and shareholders of these homes, but an important target group is also the board members of the housing associations, with whom we work closely. The need for a solution like Genesys Cloud arose from our customer service structure, which consists of an outsourced phone service, regional customer service teams, and a centralized back office team,” explains Sanna Aalto, Customer Experience Director at Retta Isännöinti.
Genesys Cloud Provides Comprehensive Tools to Support Management
At Retta Isännöinti, Genesys Cloud is used for resourcing, reporting, and customer service. In addition to enhancing the company’s operations, it has also provided new tools for supervisors. Sanna describes the benefits of the system as follows:
“Thanks to intelligent routing, calls are directed straight to the appropriate agents, and during peak times, the callback service ensures that customers receive the assistance they need. Real-time reports help us optimize resources and predict future volume. Through the system, we can closely monitor agent performance, which supports supervisory work and quality control.”
Seamless CRM Integration Simplifies Agents' Work
Retta Isännöinti has integrated Genesys Cloud with its Dynamics 365 CRM system. Thanks to the integration, the CRM system automatically retrieves customer information using the phone number, which simplifies and speeds up the work of agents.
“The ease of use and logical nature of Genesys Cloud are among its strengths. We can see the number of calls in real-time and respond quickly to busy situations by creating new users or queues. The integration with the CRM system also facilitates customer service, as all necessary customer data is available on one page without the need for separate notes or systems. This improvement is reflected in customer feedback, as we have received a lot of positive comments on the quality of service,” says Marianne Heinonen, Team Leader for Customer Service.
Advania Offers a Reliable and Customizable Customer Service Solution
Retta Isännöinti is committed to providing excellent service to its customers, and the implementation of Genesys Cloud has been a significant step toward achieving this goal. Customer Experience Director Sanna Aalto is satisfied with the collaboration with Advania: over the years, Genesys Cloud has operated flawlessly and continues to be developed to better meet the changing needs of the company.
“Our partnership with Advania has been excellent. They know our business and provide solutions tailored to our needs. We hold quarterly reviews where we assess the SLA status and discuss new features of Genesys Cloud that could benefit us. The best part of the collaboration is undoubtedly Advania's professional support and quick response capability. I highly recommend them as a partner to others as well; the cooperation has been smooth, and as a cherry on top, the team is extremely pleasant,” summarizes Sanna.
