20 percent lost calls. Average answering time; 35 seconds. Not enough agents in the switchboard. These were just some of the problems that Jan Asklöf encountered when he was appointed Telecom Manager for the Healthcare sector of Uppsala.

Once stared using a new tool for Telecom Expense Management, Uppsala County Council reduced lost calls and shortened queuing times for their customers calling in to the central switchboard.

“We reached our goals a year earlier than we have expected and we have maintained that high level of service ever since”, says Jan Askelöf.