Wallmans

Wallmans found a flexible
and practical solution with Dstny

Flexibility and a solution-oriented business partner

Wallman’s, a leading player within the Scandinavian experience industry, selected Dstny as their provider as they wanted flexibility and a solution-oriented business partner for communications and network.

A straightforward, user-friendly solution

Driven by the need for a straightforward, user-friendly solution that could support their commitment to exceptional customer service, Wallmans chose Dstny as their telephony provider.

This decision was influenced by their desire to enhance service efficiency and respond swiftly to customer inquiries, especially within their customer service center. By implementing Dstny's telephony solution, Wallmans aimed to streamline communication, allowing their team to focus on delivering an outstanding customer experience.

Issues like poor call sound quality, missing caller ID when transferring calls, and slow response times for service and support were key limitations that Wallmans wanted to eliminate when selecting a new telecommunications provider.

Four components that are key for Wallmans

Smart call flow

Wallmans needed a smart call flow that is tailored to their specific needs.

Connecting clients

Personal switching capabilities for faster handling of calls.

Agent functionality

Enhanced features for efficient call handling and comprehensive analytics for performance insights.

4G mobile failover

Secondary data line for continuity in case the primary fixed connection experiences temporary downtime.

Top priority

Efficient handling of telephone inquiries

Wallmans chose Dstny's Connect telephony solution with a dedicated MPLS network, ensuring dedicated bandwidth (QoS) for calls. From the first day, this setup significantly improved call quality.

Dstny also implemented VIP queues in the call flow to prioritize important business partners, allowing them quicker access. Additionally, a queue callback feature now lets customers request a callback if wait times are long.

Communication made easy

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The decision was influenced by their desire to enhance service efficiency and respond swiftly to customer inquiries, especially within their customer service center.

A dedicated contact team

At the start of the collaboration, Dstny dedicated a contact team was assigned to Wallmans, offering direct support from people familiar with their setup. This structure allowed Wallmans to resolve issues and adapt to new needs promptly, without lengthy waits or unnecessary redirection.

For instance, when construction work at Axeltorv disrupted Wallmans' internet connection, Dstny swiftly provided a 4G mobile backup connection. This backup ensures seamless operations, automatically taking over if the primary connection is temporarily interrupted.

Streamlined their customer experience

Wallmans have had Dstny as their provider since 2017. Together with Dstny, Wallmans achieved their fundamental goal to streamline their customer experience, ensuring easy and efficient ticket booking and reliable connectivity.