At Resecentrum Gruppen Dstny makes every customer call personal

At Resecentrum Gruppen Dstny makes every customer call personal

Resecentrum Gruppen is a travel agency which offers tailor-made package tours for all specifications. The business concept is to always be able to offer the best product range available in the market for flight, hotel and hire car at the market’s best prices.

The company moved its telephony to Dstny in early 2015. Dstny had the flexibility and stability that the company needs in order to implement its vision for how the booking process should proceed.
“ We are immensely grateful that our telephony has developed so that it is no longer necessary to sit at a desk and take calls via a desktop phone. For us it is important to be available at all times and to provide a personal reception. With Uno’s softphone and mobile switchboard, we now have that option”, reports David Taghipour, responsible for communications at Resecentrum Gruppen.

Resecentrum Gruppen has been in existence since 1989 and has always been run by the same owner – and the company is now growing incredibly quickly.
“From the outset our vision was to be entirely Scandinavian, but we now want to be located in more countries. Dstny is perfect for us as we can do things like add foreign telephone numbers and receive calls in any country,” David continues.

As the company expands, the requirements placed on telephony are also increasing. It has to be functional, stable and integrateable with, for example, CRM systems.
“Besides the fact that Dstny’s switchboard is stable, the staff are a really great team. We have an excellent collaboration and major joint plans for the future. As Dstny is happy to develop functions that are not already available in the standard concept, we feel that we can go as far as we want with our telephony. And it is one of the most important tools in our operation.”

The company now wants to continue expanding with the aim of making the booking process as efficient and flexible as possible for the customers. The customer experience must always be in focus.
“The tone dialling identification that we developed together with Dstny enables us to focus on the customer experience. It means that even before they answer a call our agents have time to both identify who is calling and pick up the customer’s ticket in the CRM system. They can then answer with the customer’s name and thus make each call more personal,” David concludes.