• sv
  • en
  • dk
  • no
  • fi
  • ACE Products
  • ACE Platform
  • ACE Services
  • ACE Market
  • ACE Insights & Inspiration
  • ACE Help Hub
  • sv
  • en
  • dk
  • no
  • fi
  • Home
  • ACE Services
    • ACE Academy
    • ACE Professional Services
  • ACE Products
    • Video
    • Social media
    • Multimedia routing
    • Contact archive
    • Interaction analytics
    • Workforce management
  • ACE Platform
    • About us
    • Our partners
    • Our cloud service
    • Open Interfaces
    • Access system
    • PBX Integrations
  • ACE Market
  • ACE Insights & Inspiration
  • ACE Help Hub
  • Sign in on ACE academy
    • ACE Academy
    • ACE Professional Services
    • Self service
    • Chatbot
    • Knowledge
    • Conversational IVR
    • E-sign
    • Media
    • Chat
    • Video
    • Email
    • Call
    • Callback
    • Campaign and dialer
    • Social media
    • SMS
    • Omnichannel
    • Media blending
    • Multimedia routing
    • Agent tool
    • Interaction archive
    • Co-browsing
    • Proactive web
    • Understand and tune
    • Statistical Reports
    • Pulse realtime monitor
    • Business intelligence
    • Interaction analytics
    • Recording
    • Workforce management
    • Survey
    • About Us
    • Our Partners
    • Our cloud service
    • Open Interfaces
    • Access system
    • Switch Integrations
    • ACE Interact

    Log in

    New password

    För att byta lösenord krävs en adminkod. Om du byter lösenord kommer lösenordet bytas för alla som har tillgång till kontot.

    Change Password

    Wrong admin code

    Your password has now been updated

    The fields are not filled in correctly retry

    The new password must be longer than 8 characters

    The user is not authorized

    "It's not all about choosing the right tech supplier, but also learning and innovating together"

    In a hurry? This post in 5 seconds

    #success story

    Entur makes it easy for travelers to choose the train

    May 31, 2022

    Entur has built a smart platform for their contact center. A platform that makes it easy for the agents to manage all channels using one tool, and to quickly find the right information. Following the Telia ACE roll out, Entur has improved both customer experience and agent efficiency, and reduced the average handling time with 23 percent. With clear numbers that show how customer service creates measurable value, their investment ideas carry a greater weight in the rest of the organization.

    The state-owned company Entur was founded when train traffic in Norway was opened for competition. Entur’s mission is to offer travelers one point of contact for everything that concerns their journey, thus contributing to making it simple for people to choose public transportation.

    “The goal is to create the greatest possible benefit to society, and to do it as economically as possible”, says Siv Stafsnes-Gregersen who is responsible for Entur’s customer service center.

    Entur has 90 customer service staff that work in Lillehammer and in Trondheim, and they meet the customers on the phone, in social media as well as via chat and e-mail. Previously they had several systems for managing different channels and queries, and it was complex and cumbersome. With Telia ACE, Entur has got a comprehensive solution for the digital customer meeting and their information strategy.

    “The agents’ workday has become much simpler now that they can manage all customer contacts in one tool”, says Siv.

    A smart knowledgebase makes it easy to find the right information

    As Entur’s mission is to coordinate the customer service for four different train operators, each with vast amounts of information, it was a challenge for Entur’s staff to quickly find answers to the customers’ questions. Now Entur has gathered all information in the smart knowledgebase, ACE Knowledge, and present it in an intuitive way for different target audiences. They have several portals for internal and external use and a smart FAQ on the website for international travel. Smart search and filtering of the knowledgebase makes it easier for the customers to find answers on their own, regardless if they want to know if you can bring your bike on the train or how much the ticket costs for a dog that weighs 15 kilos.

    “Now that all the information is quality assured and simple to find, customer service can quickly answer the customer’s question on the phone or paste in a link to the right article in a text message, chat or in an e-mail.”

    Already at launch, Entur had created an internal knowledgebase with an excess of 1000 guides. They have made a great effort on the structure of the articles to make the road to the right answer as seamless as possible for both internal and external users. The customer service personnel have access to a tab that conveys the communication goal of the article.

    “When the agent understands the intention in the message, they will be freer to speak in a way that reaches each unique recipient.”

    Making the value of customer service initiatives visible

    Previously, follow up of quality and efficiency in Entur’s customer service entailed data being transferred manually from the systems to an Excel sheet. With Telia ACE the data transfer is automatic, and the statistics is presented in a clear way in a control panel. Numbers that show the actual outcome of different improvement initiatives provide a greater level of control in the quality work. A clear overview makes it easy to zoom in on specific problems, as well as to see which of the agents’ skills need to be updated.

    Entur uses historical data to predict the traffic to customer service, to uncover improvement areas for the system, as well as to prioritize the development work with digital services on the web and in the app.

    “Now we easily see if a lot of customers experience a problem with a specific payment option and can quickly get back to the train operator that it concerns. We also see which processes are top candidate for automation or self-service, such as offering the travelers the opportunity to cancel or reschedule their tickets on their own. “

    Using statistics from the platform Siv and her colleagues can also show the positive outcomes of their work for other parts of the organization, such as achieving a reduced average handling time by 23 percent.

    “It is important for us to have good data to explain which events have caused deviations. We implemented Telia ACE in 2019 and in 2020 we experienced for the first time that our investment proposals were prioritized in the organization”, says Siv.

    Endurance and rewarding collaboration

    Entur works to achieve long-term goals for an optimal customer experience and strives to achieve harmony between technology, processes and people. They continuously invest time to ensure that they get the most out of the technical platform for the contact center and work closely together with Telia to sharpen processes, develop new digital solutions and raise the agents’ skill level.

    “It’s not just about choosing a platform. If you want it to work in an optimal way, it is necessary to work together with the supplier and to invest time in learning and innovation. We feel that we have a friendly and productive working relationship with Telia. “

    Photo: Sune Eriksen, Tinagent

    About Entur

    Entur manages ticket sales and traffic information for the Norwegian train operators SJ.no, Goahead, Vy and Vy Vest. They create digital services that elevate the service experience and that makes it easier for travelers to choose the train. Why not check out entur.no.

    LinkedInTwitterFacebookEmail

    In a hurry? This post in 5 seconds

    • Entur manages ticket sales and traffic information for many of the Norwegian railway companies. That’s a lot of information for the almost 100 agents to keep track of every day
    • Since launching a Telia ACE contact center platform in 2019, average handling time is reduced by some 23 percent
    • Contributing factors are that all channels are managed in one tool and a user friendly knowledgebase serving both web visitors and the agents with quick and correct answers
    • Automated statistics and follow-ups also makes everyday life in the contact center easier and helps to highlight the importance of work in the customer service for the rest of the organization

    More posts

    Did you like this?

    Make sure to subscribe to the ACE blog and we will email you when there is new content.

    Subscribe to the ACE Blog

    • About
      • About Telia Company
      • Privacy
      • Terms & conditions
      • Credits
    • Help Hub
      • Support
    Subscribe to the blog

    You can unsubscribe at any time from updates to the ACE blog. We use Mailchimp for sending updates and you can read more about their processing of personal data here: Mailchimp Data Security and Privacy (opens in new tab).

    If you want to know more about your rights and how Telia processes personal data, you can find this information here: Telia’s privacy policy (opens in new tab).

    Read more
    Read less
    telia logo

    Integritetspolicy | Cookies

    We are using cookies to give you the best experience on our website.

    You can find out more about which cookies we are using or switch them off in settings.

    Privacy Overview

    This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.

    Necessary Cookies

    Necessary Cookies should be enabled at all times so that we can save your preferences for cookie settings.

    Analytics & functionality

    Analytics. This website uses Google Analytics to collect anonymous information such as the number of visitors to the site, and the most popular pages. Keeping this cookie enabled helps us to improve our website.

    Functionality. This website also showcase our chat bot tool and in order to be able to deliver that service and functionality it collects cookies.

    Please enable Necessary Cookies first so that we can save your preferences!

    Cookie Policy

    More information about our Cookie Policy. Your cookie consent is saved for one year.

    Powered by  GDPR Cookie Compliance