"The Alcatel-Lucent solution has helped us achieve our primary goal; enhancing customer service levels. Complaints are virtually non-existent and customers frequently call to congratulate us about our excellent service, positively reinforcing our brand."

Flemming Løvgreen, IT and Technical Manager

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Magasin du Nord, one of Denmark’s most recognized brands, has had a loyal customer base since 1868. When its outdated switchboard system and costly, outsourced operators threatened to compromise the company’s customer service reputation, the retail giant sought support from an experienced, trusted partner. Alcatel-Lucent installed a scalable communications solution that included IP telephony to increase the efficiency of Magasin du Nord’s customer service operations. Wireless cash terminals and mobile phones have made it easier for staff to handle customer enquiries routed from the switchboard, and the company’s energy consumption has decreased in the bargain. With the new solution in place, customer satisfaction has climbed dramatically.

Challenges

> Improve customer service
> Reinforce brand reputation
> Reduce operating costs
> Introduce a unified data and voice communications environment

Benefits

> Measurably higher customer service
> Brand protection
> 50% lower maintenance and support costs
> 90% lower energy consumption
> Lower total cost of ownership with a three-year return on investment
> Scalable, standards-based solution to support future business growth

Alcatel-Lucent Solutions

> IP Telephony
> Contact Center
> Management Solutions

Alcatel-Lucent Products Deployed

> 
> Contact Center Premium Edition
> Contact Center Premium Edition
> OmniVista 4760
> OmniPCX Enterprise