24/7 availability – at European level

INCIDENT LEADER ON DUTY

A global brand, with a network of fuel- and service stations in more than 20 countries, has become a well-recognized brand by convenience stores/service stations worldwide – known for quality products and great customer service.

With a high level of environmental responsibility, and consideration for customers, surroundings, and staff, there is always an Incident leader available. 24/7, at European level, with support for local markets.

The employees who share the Incident Leader function are located in several European countries. Their mobiles are connected to different operators in each country.

The entry number for the group is a well-established Nordic number. In the requirements for a new solution, it was important that the number continued to be used, without the need for a physical telephone or the number being tied to a customer switchboard.

Another requirement when switching to MiniVoice was a documented high level of operational reliability. To safely handle incoming calls from organizations’ employees and text message alerts from the organization’s local infrastructure.

Solution

Employees have downloaded the MiniVoice app from App Store or Google Play. Users can choose between Swedish and English as languages in the app. With a username and password, the app is quickly up and running. The employee proceeds to easily log in and out of the group, regardless of which country they are in.

In the app and in the web-app there is a shared inbox where text messages are collected from the customer’s infrastructure. This way, action can be taken quickly for service issues and to prevent theft from the customer’s fuel stations. In order for the group to know who is responsible for the message, the employee can “pin” message to themselves.

If the group is left unmanned, selected employees are notified via text message and email. During such time, any calls will go to the head of the European unit.

The entry number for the Incident Leader group has been disconnected from the customer’s switchboard solution and moved to MiniVoice’s Nordic partner. The calls are securely distributed to the service via a well-established Nordic network.

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