We help VAFO Sweden with everything from acting as their answering service to training their customer service in case management in Zendesk (a ticketing system), for both consumers and retailers of VAFO's products.
”Responda Group has truly relieved our employees and enables us to focus on our core business, while our customers receive fast and professional service. With Responda Group, we become more flexible and do not need to hire extra staff during vacations, illness, or an increased volume of cases. This makes us more scalable while reducing our reliance on specific individuals.”
About Vafo Sweden
VAFO Group was created by expanding the Czech company Vafo Praha (since 1994) with acquisitions in Sweden, Germany, Poland, Estonia, Finland, and the United Kingdom. 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 tons.
Read more about VAFO Sweden
Our mission together with VAFO Sweden
To quickly resolve the vacation scheduling for VAFO, our collaboration with Svarsservice was initiated. This means that Responda Group handles incoming calls, takes messages, and transfers calls according to agreement. The assignment includes handling consumer inquiries as well as managing 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 employees in Zendesk. VAFO consists of several brands and strives to streamline case management and build scalability. As part of our expanded assignment, we are therefore project managing and providing IT support to implement the Zendesk case management system in VAFO's environment. The purpose of the project is to create a cohesive platform for customer cases and minimize dependency on individuals.