With over 300 pharmacies in Sweden there is a high pressure on Kronans Apotek. They have to stay organised and have a good structure to provide the service that is asked of them. Due to these needs they needed a customer service platform that was built around their needs.

Advanced ticketing management

They had to evolve from an old school ticketing system and agents dealing with every arrende. They needed to give customers a chance to solve their problems through automated self-service when possible. By designing their IVR around normal questions, like asking for a new invoice, they managed to decrease the amount of calls by a significant number. If more questions can be solved in the IVR already, then that will result in shorter queues for people who actually need help.

BankID frees up time

One of the biggest changes the pharmacy chain had to go through was the addition of a swedish service called BankID. Like the name reveals, the service uses bank information to identify a person. Thanks to this new addition identifying callers were easier than ever and a lot of time was saved. It’s thanks to BankID that invoice questions easily can be handled in the IVR without the need to explain what you need to an agent. BankID also have made it easier to deal with sensitive information and signatures on orders.

Customer satisfactions surveys, answered by the pharmacy’s customers have shown that these changes have been successful. Their customers have appreciated the changes. It doesn’t just save time for Kronan but also for their customers.

Next step

What makes it fun to work with a company like Kronans Apotek is their positivity. They see the positives with finding technical solutions that makes it easier for both their customers and their agents. This also makes us more responsible. We stay updated on the latest trends and what is happening in customer service technology to be able to share that knowledge with companies like Kronans Apotek. It’s after all our responsibility to make sure that they have the technical conditions to do to their job.

This is exactly how we want to work with our customers.