Nyhavn Rejser’s customer service and sales teams used four systems that were disconnected and functioned completely separately, which kept system costs high and resulted in inefficient manual processes and repetitive work. Because they were using different systems to manage their sales and support, their data – just like their systems (Outlook and TDC IP Scale) – lived in silos and they found themselves spending an immense amount of time converting conversation data into a useful format where they could use it to make informed business decisions. Finding a solution that collected better stats and analytics across all channels (phone, email, and chat) was top of mind.
Finally, their system for assigning leads was a very manual process, which resulted in a slow response time (not ideal for their sales team).