From traditional to smart communication
Until early 2024, Probo was still working with a traditional phone solution. This system needed to be replaced, so Probo's IT department started looking for a modern solution. Erick: “Our IT partner Faber Telecom & Data suggested Xelion. We looked into it and decided to look no further; for us, Xelion has everything we need. Our previous system gave us very little insight. It couldn't, because we were still working with those “oldskool” phones. There was no data to analyze, so you couldn't improve anything. Xelion does give us that insight.
Personalized attention for resellers
Probo works exclusively with resellers; print professionals who add value in the form of advice, design and assembly. Resellers order their products on Probo's platform and can even link their webshop or CRM with the dedicated API. For Probo, personal contact with print professionals is very important. Therefore, each customer is assigned its own team for help and advice. That team can be reached directly without transferring calls, six days a week. Xelion recognizes the caller and matches them with the right team. Renate: 'When a call comes in, every employee gets a pop-up on the screen. Until they answer, you keep seeing the pop-up and see the time go up. This alone makes for better anticipation. For your team, you can keep a close eye on how many incoming calls there are and guide accordingly.'
Less waiting time due to more data
Erick also sees a clear change. 'The fact that statistics are now insightful has a direct effect on work attitudes. The phone is answered faster. In fact, sometimes it seems like a competition! Where before we had no insight and had waiting times of towards a minute, we can now set goals. And because those goals are insightful for all employees, they work accordingly. That's the main advantage as far as I'm concerned. Renate adds, 'Our colleagues feel they can oversee everything better. Yes, it just works much more comfortably for them.'
Widening customer contact
At the moment, they only use Xelion's call function. But Probo also uses mail, web chat and WhatsApp for customer contact. 'That communication now all enters Trengo', our platform for customer communication, Erick explains. Erick and Renate spring to their feet when they hear that there are also possibilities for web chat in Xelion and that there has recently been a WhatsApp business integration with Xelion. 'I do find that interesting,' says Erick. "Faber can tell us more about that soon.
Desires for the future
What do Renate and Erick expect from Xelion in the future? 'We haven't been working with Xelion for very long, so I see it as a learning process,' says Renate. 'We are learning more and more about the system and what you can do with it.' They still see some work for themselves, such as enriching their customer profiles. Erick: 'We work with an 'overflow phone'. This receives calls when all lines are busy, and calls from unknown numbers.' Renate: 'There are 70 to 80 of them every day. If we register those calls better, they will to the right team and we will reduce the overflow.'
'The application is clear, well-organized and easy to manage.'
A promising start
Even though they have only been working with Xelion for a short time and are still far from using all its functions, Erick and Renate are super happy with it. “The application is clear, well-organized and easy to manage,” says Erick: ”And above all it is a very big improvement over what we had, concludes Renate.
