Case study

Aller Media uses a single ticket system to support its multi-brand operations

To serve its growing customer base, Danish publisher Aller Media uses FocalScope to consolidate and enhance email support and management for multiple brands.

Industry

Media and publishing

Location

Denmark

Agents

40+

Focalscope client

Since 2010
Home»Customers»Aller Media

Overview

Headquartered in Copenhagen, Aller Media is a leading publisher of magazines and journals in the Nordic region. It publishes 8 weeklies, 14 magazines and manages 31 websites. Every week, more than 2 out of 5 million Danish people read a copy of their magazines.

Challenges faced

In recent years, Aller Media transformed itself from a traditional magazine publisher to a modern media house. The expansion into new avenues grew the company’s reader base significantly. Along with this rapid development, the Aller Media team also found new challenges in keeping up with the increased support demands and maintaining customer service quality.

What Aller Media needed was a system with robust email management that allows them to respond to customers quickly. Additionally they needed a system that allows for enhanced collaboration with customisable workflows.

Implementation

After a quick and trouble-free setup and migration process, Aller Media found FocalScope more than surpassed their expectations. With the system’s user-friendly design and flexible workflow configurations, Aller Media’s support team was soon outperforming previous benchmarks.

10K

Tickets per month

37%

Productivity improvement

40%

CSAT increase

I love the fact that we can consolidate all our brands in one customer support system.

 

FocalScope enables us to handle emails based on priority and automation rules. Great product.

Britta J.
Customer Service Chief, Aller Media

How FocalScope helped Aller Media cope with spikes in customer enquiries

Fast onboarding

To meet the increasing demands of customer support across its multiple brands, training new customer service staff was top priority for Aller Media. This is where FocalScope’s quick get-up-and-go design proved to be invaluable, as support agents were ramped-up in just a few hours and able to resolve the mounting volume of customer requests without delay.

Customisable workflows

By using FocalScope’s workflow tools, auto responders and email ticket routing, most customer enquiries get resolved quickly.

Enhanced visibility and reporting features across brands

FocalScope’s built-in statistics and report generation gives Aller Media management insight into agent performance across channels. This helps them fine-tune their service to provide customers with unrivalled support across all their different brands.

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