Oilmek AB

Smoother Call Flows with lynes

With lynes, Oilmek has built a flexible and efficient phone system that gives them full control of the customer journey. Store staff, the workshop, and administration now work seamlessly together, and customers get faster support than ever before.

“We wanted a solution we could manage ourselves. With lynes, we can easily adjust our call flows, add users, and change opening hours without having to wait for support.”
- Petra Lichtenberg, CFO & Site Manager at Oilmek

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Easy handling directly in the stores

In the stores, staff can easily log in and out of answer groups depending on staffing levels. When someone is busy helping a customer, incoming calls automatically go to the next available colleague. This way, no calls are missed and customers always get quick assistance.

“Being able to log in and out ourselves makes a big difference. It gives structure and reduces stress for everyone in the stores.”
- Petra Lichtenberg

Call menus that lead customers to the right place

To make sure customers reach the right department quickly, Oilmek uses call menus. The finance team, workshop, and sales department each have their own answer groups, which ensures that every call reaches the right destination from the start.

If a call happens to be missed, the team always follows up. When they call the customer back, they mark the call as followed up directly in lynes — meaning no customer is ever left unattended.

“We hardly ever have missed calls anymore. We make sure every customer gets contacted, and lynes makes it easy to track which calls have been followed up.”
- Petra Lichtenberg

Self-administration and full control

One of the main reasons Oilmek chose lynes was the freedom to manage everything themselves. They can easily create new call flows, add users, and change opening hours — all without contacting support.

Mobile First – full control wherever you are

With lynes, the team can manage the entire solution directly from their mobile phones, tablets, or web browsers. Wherever they are, they can adjust call flows, manage answer groups, and track call statistics — all in one app.

Smart sync with Microsoft Teams

Oilmek also uses the Microsoft Teams integration in lynes to make everyday communication even smoother. When someone is on a call in lynes, their line status automatically syncs to Teams, showing them as busy. Likewise, when they are in a Teams meeting, lynes automatically sets their status to “in a call,” preventing interruptions.

When meetings are scheduled in the calendar, lynes automatically applies the “Meeting” status for the entire duration. This means no one has to manually set their availability, and it becomes effortless to work without distractions.

A collaboration that stands out

For Petra and the team at Oilmek, working with lynes has been both easy and inspiring.

“It’s a joy working with lynes. Their support is always attentive, fast, and helpful — whether we have questions or want to discuss new ways to optimize our call flows.”
- Petra Lichtenberg

The Result

Oilmek now has a flexible and user-friendly communication solution that provides complete control of call flows, answer groups, and the entire customer journey — from the first menu option to the right department.

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