Rosberg provides the fast growing SaaS solution Verji for encrypted communication. Verji is the market leader in Norway for the accounting, auditing, law firm and real estate industry. These industries use Verji for encrypted communication in line with GDPR and government regulations.
The name Verji is derived from an Old Norse word meaning protection. “If you wouldn’t write it on a postcard, then you shouldn’t send it in a traditional e-mail.” This is a good rule of thumb for all forms of digital communications, especially after the introduction of the new Personal Data Act brought about by the GDPR regulations. Businesses and enterprises risk receiving a fine equivalent to 4% of their turnover should they be found in breach of the rules. To ensure that clients can communicate encrypted in compliance with data protection laws, Rosberg must operate with tools that comply with General Data Protection Regulation and their company's policies.
Rosberg's most important mission is to make communication secure, clear and straightforward. In order to deliver the best quality of service, they wanted to improve the whole customer experience. Businesses struggle with how to improve CX and it is becoming one of the key differentiators between successful and unsuccessful brands. Improving client experience should therefore be a prime focus for brands that want to stand out — and Rosberg is fully aware of this. In order to deliver a top-notch customer experience and make the SaaS solution Verji stand out from its competitors, Rosberg needed to focus on improving its support and sales team processes.
The first step in achieving this goal was to find an effective call center software provider that would simplify and streamline day-to-day operations both within the company and in client relations. Nowadays, finding an all-in-one solution that meets the requirements of support and sales teams is very challenging. Rosberg operates in different industries, so it was a must to find a communication software that could bring all of their tools and channels together into one, fully integrated platform.
We live in a world of 24/7 accessibility, and there is more pressure than ever these days for businesses — no matter their size — to be as accessible to their customers as possible. Rosberg did not lag behind their competitors and started using a different VoIP system, albeit one which later proved to be a very unsuitable solution. The biggest problem with it was the inability to integrate the call center software with their CRM, which caused a number of issues, including inefficient routines when calling customers and sending SMS.
Realizing that the current call solution does not help to fix operational problems nor grow their business, Rosberg started looking for another voip system, one that would provide integrations and automations that would increase productivity and reduce wasted time due to manual processes and IT resources.
Key requirements for telephony software:
By choosing CloudTalk as their phone software solution, efficiency at Rosberg was improved not just on the sales and support teams, but across the entire company. CloudTalk began tracking communication metrics, which helped Rosberg to focus on areas that needed to be improved, starting with the number of inbound and outbound calls fielded per day, average call abandonment rate and average time in queue. Being able to easily integrate with Hubspot boosted their team's productivity. Now they have up-to-date information about their clients and all notes, tags, rating, contacts and communication history are automatically synchronized in both systems.
After just three months, using CloudTalk helped lower Rosberg's operating costs, reduce the number of repeat callers and improve overall agent satisfaction rates. Put simply, CloudTalk became an essential part of Rosberg company, helping them to overcome all kinds of issues that previous providers were unable to resolve.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?