How Qred Bank scaled customer service across multiple markets with Aircall
Qred Bank, a leading bank specialising in providing quick, efficient business loans and credit cards to small and medium-sized enterprises (SMEs), has been on a rapid growth journey. With a presence in Sweden, Finland, Norway, Denmark, the Netherlands, Belgium, Germany, and Brazil, Qred has grown its business by helping SMEs with 0-20 employees access the financing they need to succeed.
As Qred expanded into these new markets, managing customer service across multiple countries became a challenge. To maintain high-quality customer support while scaling, Qred needed a solution that would provide flexibility, seamless integration, and a way to handle the increasing volume of customer inquiries. Enter Aircall in 2020.
To understand how Aircall has helped Qred Bank build stronger and more secure customer relationships, we spoke to Molly Wahlström, Customer Operations Manager, who has been focused on getting the best tools to drive success for the customer success team at Qred.
The challenge
With operations spanning eight countries, each with its own language(s) and regulatory framework, Qred faced a number of challenges:
1. Managing multilingual support
Qred's customer service team needed to provide seamless communication in different languages, ensuring that clients from Sweden to The Netherlands received localised, personalised support.
2. Maintaining service quality during rapid expansion
As Qred quickly entered new markets - including launching its own savings account product in Sweden and Germany - they needed a scalable solution that would allow their customer service teams to grow at the same pace without sacrificing the quality of service.
3. Integrating with existing systems
Qred relied on a number of tools for managing customer information and workflows, so any new solution had to integrate easily with their existing CRM and communication tools, like their customised back office system and other tools like Hubspot.
“Being able to add other tools to Aircall and vice versa has been crucial to us as a data-driven company. We also love the analytical part of Aircall, and being able to deep-dive on a team level, number level or agent level to get insights.”
-Molly Wahlström, Customer Operations Manager
4. Handling increasing call volumes
With more customers came more questions, and the need for a reliable, scalable phone system became apparent. If Qred had individual local services set up, the customer experience would have been compromised; they needed a secure but scalable communications platform to meet their growing global demands.
The Solution: Aircall
Qred chose Aircall as their go-to solution for customer service because of its flexibility, ease of use, and seamless integration with their existing systems. It was also crucial to not get stuck in a jungle of local services for every market, which is hard to maintain. Here's how Aircall helped Qred transform their customer service experience:
1. Multilingual support at scale
Aircall enabled Qred to set up localised phone numbers in each of their markets, helping the team provide country-specific phone support. The ability to easily switch between languages and track calls across markets ensured that no customer inquiry went unanswered, regardless of location or language. Also, managing markets with more than one language, like Belgium, has been a breeze.
2. Scalability
As Qred's team expanded to meet growing demand in multiple countries, Aircall's cloud-based phone system scaled effortlessly. Whether adding new team members in Germany or Sweden, Qred could quickly onboard agents and provide them with the tools they needed to succeed.
3. Seamless Integrations
Aircall's integrations with Qred's CRM and other software, such as Salesforce, helped the team streamline their workflows. Customer data was instantly available to agents during calls, enabling personalised service and improving response times.
4. Call Volume Management
With Aircall, Qred could easily monitor and manage call volumes across different regions. Advanced call routing ensured that each customer was connected to the right agent, reducing wait times and improving customer satisfaction. And implementing IVR also reduced wait time for callers, increased efficiency for agents, and delivered an overall smoother experience for all. Plus, forwarding calls between markets were care-free, thanks to the holistic approach.
5. Quality assurance
When Qred received their full banking license in 2023, the security and quality assurance of their communications became even more essential to ensure the standards of a bank were met. So, the ability to coach in a live call, and listen to recordings to check quality have been crucial for Qred Bank.
The Results
Since implementing Aircall, Qred has seen significant improvements in their customer service operations:
Improved customer satisfaction
Thanks to the localised support and reduced wait times, customer satisfaction scores have risen across all markets.
Increased Efficiency
The seamless integration with Qred’s CRM and Aircall’s advanced routing system has improved agent efficiency, allowing them to handle more calls in less time.
Smooth Expansion
Aircall has enabled Qred to scale its customer service effortlessly as they enter new markets, ensuring that their high standards for service quality are maintained.
“Becoming a bank in 2023 also meant that we needed to trust our tools and providers. From acceptable up-time to quality assurance checks, Aircall is a solid tool and has great support, when needed.”
-Molly Wahlström, Customer Operations Manager
Qred Bank's partnership with Aircall has been a game-changer in managing their customer service across multiple countries. By providing scalable, multilingual support and integrating seamlessly with existing systems, Aircall has helped Qred maintain the high-quality service their customers expect, even as they continue to expand into new markets.
For Qred, Aircall hasn’t just been a tool - it’s become a vital part of their growth strategy, helping them serve SMEs around the world with speed and efficiency.
To find out how Aircall can help your business achieve its goals, get started today with a demo or free trial.