We help VAFO Sweden with everything from being their Answering service to training their customer service team in case management using Zendesk (a ticketing system), for both consumers and retailers of VAFO's products.
”Responda Group has truly relieved our staff and enables us to focus on our core business, whilst our customers receive prompt and professional service. With Responda Group we become more flexible and do not need to hire extra staff during holidays, illness or an increased volume of cases. This makes us more scalable while reducing our dependency on key individuals.”
About Vafo Sverige
VAFO Group was created by expanding the Czech company Vafo Praha (dating back to 1994) through acquisitions in Sweden, Germany, Poland, Estonia, Finland and the UK. Together, we operate nine pet food factories, where we produce super-premium food, treats and supplements for dogs, cats and small animals. VAFO Group's brands are produced for over 85 countries around the world, and our annual production exceeds 200,000 tonnes.
Read more about VAFO Sweden
Our assignment together with VAFO Sweden
To quickly resolve holiday planning for VAFO, our collaboration with Answering service was initiated. This means that Responda Group handles incoming calls, takes messages and transfers calls as agreed. The assignment includes taking care of consumer queries as well as handling general questions and feedback.
Our collaboration has gradually evolved, having recently set up process flows for VAFO’s case management and trained their customer service staff in Zendesk. VAFO consists of several brands and strives to streamline case management and build scalability. As part of our expanded brief, we are therefore project managing and providing IT support to implement the Zendesk case management system in VAFO's environment. The aim of the project is to create a cohesive platform for customer cases and minimise dependency on individuals.