How easytryck Gained Complete Control of Customer Communication with Conversation Intelligence
easytryck has grown from a traditional print shop to a modern e-commerce player with thousands of customers. But with growth came the challenge â how do you keep track of hundreds of customer calls each month and ensure that every case is handled correctly?
easytryck is a leading supplier of promotional products and printed materials in Sweden. With thousands of satisfied customers and an average rating of 4.6 out of 5, they have built their success on fast service and high availability. But behind the numbers lay an everyday challenge that many growing companies recognize.
The Challenge: Too Many Calls, Too Little Overview
"We had a growing volume of incoming calls, but no good overview of what customers were actually calling about. After a call, we might write a quick note, but it was impossible to get a complete picture. What questions recurred? Where were our bottlenecks? We were working somewhat in the dark."
ââ Rickard Sandberg, CEO at easytryck
For a company like easytryck, where fast deliveries and correct handling of special orders are crucial, misunderstandings can be costly. Every call contains important information â about products, delivery times, design requests, or complaints â but without structure, the insights disappeared in the noise.
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The Solution: Conversation Intelligence with Automatic Labels
When easytryck implemented lynes with Conversation Intelligence, everyday work changed dramatically. Every customer call is now recorded, automatically transcribed, and analyzed directly in the system. But it's not just the transcription that makes a difference â it's the labels.
"What really changed everything was the automatic labels. Now every call is automatically tagged with what it's about â is it a question about delivery, a product question, a complaint, or a new order? I can click in and immediately see all calls within a certain category. It has saved us an enormous amount of time."
â Rickard Sandberg
Instead of listening through hours-long recordings or searching through notes, the team at easytryck now gets:
- Automatic summaries of every call
- Intelligent labels that categorize cases
- Searchable transcriptions where they can find specific words or phrases
- Trend analysis showing which types of cases are increasing or decreasing
The Result: From Reactive to Proactive Customer Service
The real power came when lynes launched label statistics in Analytics. Now easytryck could for the first time see exactly what types of calls were most common, how they changed over time, and where they needed to improve.
"With the new analytics feature, we immediately saw that almost 30 percent of our calls were about delivery status. That was our biggest category. So we made an active decision to improve our order tracking on the website and send proactive SMS updates. Within two months, those calls had decreased by half. We could never have done that without these statistics."
ââ Rickard Sandberg
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Concrete Results for easytryck:
- 46% fewer calls about delivery status after proactive improvements
- Faster case handling thanks to searchable transcriptions
- âBetter onboarding of new employees who can listen to labeled calls
- âHigher customer satisfaction through better understanding of customer needs</aside>
Looking Forward
For easytryck, Conversation Intelligence has become a natural part of everyday work. Rickard Sandberg and his team use the insights not only to handle cases more efficiently, but also to continuously improve the entire customer experience.
"We've gone from being reactive to being proactive. We see trends before they become problems. And when we recruit new employees, they can listen to labeled example calls to learn faster. It's a completely different level of professionalism," concludes Rickard Sandberg.
About easytryck
easytryck is a leading supplier of promotional products, branded clothing, and printed materials in Sweden. With a focus on modern e-commerce and high service levels, they have built a strong market position with over 1,100 satisfied customers.
Website: easytryck.se
About lynes Conversation Intelligence
lynes Conversation Intelligence automatically analyzes all customer calls and creates transcriptions, summaries, and intelligent labels. With the new analytics feature, companies can get detailed statistics on call types and identify areas for improvement based on real customer data.
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