The general unemployment fund YTK is Finland's largest unemployment fund with over 500,000 members, which means that YTK has thousands of customer touchpoints every week over the phone alone.
At this scale, keeping customer service running smoothly and members happy requires a premium customer service platform, like the CC Suite. Especially, as excellent customer experience is at the heart of everything YTK does – the fund's objective is to offer income security with as uncomplicated and caring an attitude as possible.
As the global Covid-19 pandemic hit in spring 2020, with the help of Visma AI Works, YTK was able to quickly scale up their operations, while ensuring uninterrupted service to their members.
Visma AI Works' multi-channel contact center the CC Suite platform helped YTK staff to manage the massive increase in contacts brought about by the coronavirus.
“Visma AI Works’ scalable service has played a key role in the quality of our customer service during the pandemic," says Seppo Turunen, Director of Information Management at YTK.The explosive increase in remote working has brought new demand for team leaders. The dashboards implemented by Visma AI Works have been very helpful in leading customers service at YTK.
"We hired nearly a hundred people to work on the backlog and with Visma AI Works we were able to provide them with the necessary tools and onboard them quickly.”
"With the CC Suite dashboards, team leaders see real-time data on how their team and the entire organization is doing and they're able to react to rapidly changing situations."
YTKxVisma AI Works In A Nutshell
YTK uses several Visma Flow CC Suite services to provide their members a premiums customer experience:
Certified voice server environment
Multi-channel customer service solution
Integrations with YTK backend systems
Reporting services (history and real-time)
Maintenance and development services
For nearly 10 years, Visma AI Works has been a part of providing and developing excellent customer experiences for YTK members, and this successful collaboration will continue on into the future.