Vattenfall

Vattenfall is a European energy company with approximately 19,000 employees. For more than 100 years, of electrified industries, delivered energy to people's homes and modernized our way of living through innovation and collaboration. From now wants to make it possible to live fossil-free within one generation. 

Need

When Vattenfall decided to move its headquarters from Råcksta to new premises in Arenastaden in Solna in 2012, it launched a procurement process, and Responda Group won the contract to manage the company's switchboard.

Solution

The switchboard was completely outsourced to Responda Group, which could offer a complete switchboard function with professional telephone operators, 24/7 monitoring, and efficient handling during peak loads. After a couple of years of successful collaboration, Vattenfall decided in the summer of 2014 to also expand the assignment to include the Ringhals nuclear power plant and, at the end of 2014, also the Forsmark nuclear power plant.
As part of its quality assurance work, Vattenfall and Responda Group have participated in the Swedish Championship in Telephony. For two consecutive years, we reached the finals and a shared 2nd place in the category ”Switchboard more than 8,000 extensions.” This year we won, with the motivation:

”When you call this company, you are greeted by operators who handle their matters in an exceptional way. The professional reception is striking. In the category ”More than 8,000 extensions,” a clear winner emerged, and that is Vattenfall/Responda Group.”

Effect

”To maintain the same quality that we achieve through our partnership with Responda Group, we would need to work with internal overcapacity. With outsourcing, it simply becomes more efficient, as Responda Group are experts in the field. But it is also important to ask yourself: what does switchboard telephony mean for our business? Do we have our status database in order, sufficient competence to provide support, and so on? You outsource the task, but not the responsibility for the systems—that is important to remember. Then, of course, you must demand availability from the supplier. I also think it is important to include the training of the switchboard operators in the agreement so that they receive the right competence and information.

In conclusion, I want to give a compliment to our friends at Responda. Thanks to professional project management and dedicated telephone operators, I find it very positive to be a customer of Responda Group.” – Ulla Stolt, Vattenfall