Making travel easy
Owned by the City of Oslo and Akershus County Municipality, Fremtind Service manages payment collections for 83 toll roads. With more than 650,000 registered accounts, the company handles about 108 million toll passages each year, generating valuable revenue for reinvestment in the region’s transport infrastructure. Aligned with a vision to make travel easy, Fremtind Service is always looking for new ways to improve customer experience.
While a Genesys PureConnect on-premises solution had served the company well, Fremtind Service wanted to take advantage of a more agile cloud model. “We were introduced to Genesys Cloud CX and immediately became intrigued,” said Richard Vogt, Operations Manager at Fremtind Service. “The idea of open APIs and omnichannel interactions, without dealing with hosting, was very attractive. It had a great roadmap and the price wasn’t bad either.”
Predictable, stress-free service
Within less than two years since deploying the Genesys Cloud CX solution, Fremtind Service has unified operations across its Oslo and Belgrade service centres. “The Genesys Cloud CX desktop was easy to pick up,” said Vogt. “It brings predictability and takes away stress for our agents. Also, we’ve not had a serious outage in 22 months. This is by far the most stable platform we’ve ever used.”
In an average week, Fremtind Service deals with 4,000 phone calls, 1,000 chat exchanges and 2,500 email contacts, in addition to 1,200 chatbot and 1,950 automated email interactions. The centres also support sales and reporting for the police and other government departments.