Nordisk Film under the Egmont Group was looking for a new switchboard for their Valby reception. In their previous solution, the receptionists experienced instability and delays when answering calls – and that solution was not cloud. With Zylinc, they now have a stable switchboard with many features that make the busy receptionists’ everyday life easier.

By Helene Bonne

Nordisk Film was looking for a new solution for their reception that not only needed to be stable, but also in the cloud. Their previous supplier could not meet Nordisk Film’s demand to run phone switching via a browser and the internet. They also could not deliver stability. Consequently, Nordisk Film was in the market for a new solution.

“We googled ‘switchboard’ and found you. Your customer references suited us and we ‘spoke the same language’ in terms of our set-up. Furthermore, you are a Danish company, just like we are, so there was a good match for our users,” says Martin T. Jepsen, IT Director at Nordisk Film.

“We googled ‘switchboard’ and found you. Your customer references suited us and we ‘spoke the same language’ in terms of our set-up. Furthermore, you are a Danish company, just like we are, so there was a good match for our users”

Martin T. Jepsen, IT Director at Nordisk Film.

A stable connection for handling many calls – with few to no support cases

Nordisk Film needs a stable connection with instant audio when answering calls.

“Our previous switch was unstable. For example, there was a waiting time so you couldn’t dial in or out, and we couldn’t transfer calls. We also experienced delays from when a call was answered and until we could start talking. It simply didn’t work,” says Martin T. Jepsen.

Now Nordisk Film experiences stability all the time, instant connection and good sound in their many calls.

“And we don’t have many support cases from our colleagues. We used to have some weekly or at least several times a month. Did we have one on Monday?” Ole Elming, Operation Specialist at Egmont IT Operations, asks himself rhetorically. Ole is responsible for IT support.

Solving various needs

At Nordisk Film, for example, there are many freelancers who must be added and removed from the switching system consistent with different film productions. Ensuring confidentiality in relation to actors, launches and releases is also important. With Nordiske Interactive, Nordisk Film is also a distributor for Sony PlayStation which generates many calls.

Now, the idea is that PlayStation will soon have its own digit for an IVR in the phone slot. And because the reception receives many guests and packages for employees, they are very happy with the templates for email and SMS.

To the receptionists, their colleagues’ use of their Outlook calendars sometimes causes problems. Especially during vacations, days of working-from-home or maternity leave that are not noted in the calendar, the reception unfortunately transfers calls in vain.

But in Zylinc, they can make a note for each colleague that simply needs to be deleted upon expiration – for example “Vacation until August 4.” This helps to avoid unnecessary transfers and thus provide the optimal service. Another Zylinc advantage is that if a call is not answered, it can be routed back to the receptionist who originally answered it.

Smooth migration, training and onboarding

Nordisk Film perceived the process leading up to going live with Zylinc as excellent. The training and onboarding leading up to the transition went well.

“The migration went smoothly. From the moment we went live, Zylinc just worked – even on the basics, such as instant connection,” says Martin T. Jepsen.

Nordisk Film in numbers

Number of permanent employees in Nordisk Film Valby: Approximately 500

Number of receptionists using Zylinc in Nordisk Film Valby: 2-3

Number of daily calls: 100

Number of license types: 9 x hybrid agents (which can be Mobile, Web or Simple Agents, as needed)