Customer Case Study
Automotive
Integrating: Setera OneCloud + Custom ERP + Public Telephone Number
Customer Overview
The Customer is a car leasing company specialising in comprehensive vehicle leasing solutions for both commercial and residential clients. Managing the lifecycle of over 10,600 cars, The Company provides tailored leasing services that cater to the specific needs of their clients.
The Fleet Coordinators department, comprising of around 20 people,manages incoming calls and ticket-based requests with efficiency and expertise. From handling day-to-day vehicle-related questions to coordinating maintenance services, the team provides reliable support to ensure the smooth operation of client fleets.
Requirement 1:
Simplifying Supervisor Tasks
Company Supervisors required a seamless way to manage essential user-related tasks independently.
Key requirements included the need to:
- Reset user passwords
- Edit usernames and email addresses
- Activate new users
- Enable mobile app functionality for users
- Modify overlow numbers for group numbers
- Adjust IVR menus and setup voice prompts for holidays
- Manage schedules for group numbers
Setera's Solution:
Setera SMP Self-Management Portal
Using Setera’s SMP Self-Management Portal it empowers the supervisors and IT teams with an intuitive platform for handling daily telecom management tasks. By simplifying complex processes and removing dependency on external support, the Customer achieved greater efficiency and control. Supervisors are now able to setup holiday schedules and voice prompts with Text-to-Speech functionality.
Time Savings
Streamlined processes allow supervisors to complete tasks in seconds
Improved Autonomy
IT teams and supervisor no longer rely on external support for daily operations
Enhanced Productivity
Focus shifts to core tasks, not for administrative delays
Requirement 2:
Keeping Mobile Users Connected
The customer managed a mobile network workforce of 100 users operating across Finland.
Key challenges included the need to:
- Ensure seamless call transfers while on the move.
- Maintain accurate presence statuses..
- Provide mobile access to essential contacts and voicemail services.
Setera's Solution:
Setera Mobile Client Application
Setera’s Mobile Client provided a comprehensive solution for the Customer’s mobile workforce. With its user-friendly interface, the application enabled real-time call management, presence state updates, contact access, and voicemail funcitonality, ensuring connectivity regardless of location.
Seamless Mobility
Employees stay connected and operational from anywhere
Improved Communication
Presence management ensures calls reach the right person at the same right time
Ease of Use
A single application simplifies daily telecom tasks
Holiday Voicemail
No more unanswered customer calls on holidays voicemail tells the caller that user is on holiday and offers the option to automatically redirect them to a colleague who is covering for them
Requirement 3:
Harmonizing Presence Information Across Platforms
The Customer’s previous phone system couldn’t synchronize presence informaiton with Teams and Exchange calendars. This led to issues such as:
- Outdated user status information
- Missed or msrouted calls during meetings
- Increased interruptions and miscommunication within the organization
Setera's Solution:
Setera Teams & Exchange Calendar Integration
Setera’s Integration with Teams and Exchange calndars ensured real-time syncing of presence information. User status is now consistent across all platforms, with calendar events dynamically updating the presence in OneCloud PBX.
For example, customer service calls are rerouted automatically when a user is in a Teams meeting, preventing unnecessary interruptions.
Streamlined Operations
Unified presence across platforms eliminates confusion
Improved Customer Experience
Calls are routed intelligently, reducing missed connections
Enhanced Collaboration
Teams can work without distractions, knowing statuses are always up to date
Requirement 4:
Caller Recognition Integrations
Customer service agents struggled with delays in identifying callers, as they had to manually search forinformation in the company’s ERP system.
Additionally, unkown callers could not be identified, creating inefficiencies and missed opportunities for better service. The Customer wished to enhance customer service efficiency with caller recognition integrations.
Setera's Solution:
Setera Custom ERP adn Directory Integration
Setera implemented a dual integration approach to resolve these issues:
Setera Custom ERP Integration:
Setera developed a tailored integration with the Customer’s in-hous ERP system.
Using API connections, the integration fetches caller details in real-time and displays them in the incoming call windows.
The solution provides extensive infromation, including:
- Customer name
- Contact person
- Vehicle registration number
- Contract number
Public Telephone Number Integration
For unknown callers that aren’t found from ERP, Setera integrated with the public phone number directory database to provide real-time caller identification from public records. This ensures agents have critical information even when the caller isn’t in the Customer’s internal systems.
Faster Response Times
Agents instantly see caller information, eliminating the need for manual searches
Improved Customer Experience
Access to detailed information allows agents to provide personalized and informed support
Streamlined Operations
Integration with existing ERP systems ensures smooth workflows without additional complexity
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