Case Study: Atea improves email response speed and customer satisfaction with FocalScope

How Atea handles 16,000 emails every week

Atea Group, the Nordic region’s largest supplier of IT infrastructure, needed a cloud-based email ticketing system to manage more than 16,000 incoming emails each week as it grew rapidly. It wanted a solution that could automatically sort, prioritize, and distribute messages, while also supporting reporting, dashboards, data export, and Office365 integration. FocalScope provided its email ticketing platform to meet these needs.

FocalScope worked with Atea to configure the system, provide onboarding and training, and support the rollout. The solution’s routing, SLA alerts, reporting, and live dashboards improved visibility and helped Atea handle emails faster and within service hours. The case study reports a 20% productivity improvement and a 10% increase in customer satisfaction, with FocalScope helping Atea better manage 55K tickets received each month.

Atea Group