SAP Business Communications Management Helps Streamline Customer Service and Cut Costs

Overview

Pension Fennia had been using a traditional PBX-based telephony switch, but the system's capacity was no longer sufficient for the company's needs. At the same time, first-generation digital telephone technology was becoming obsolete. With the old system, customer service administration was tedious and time-consuming. Furthermore, maintenance and reporting processes were complicated and resource intensive. The Finnish Mutual Insurance Company Pension Fennia - headquartered in Helsinki ? recently exchanged its traditional Private Branch Exchange (PBX) telephone system for a new, all-IP enterprise telephony and contact center solution: SAP Business Communications Management software. The new, operator-independent system enables Pension Fennia to improve customer service, streamline employee communication, and reduce costs.