Effective customer service in a heartbeat thanks to Telavox

Miro Vesala, Coaching Manager and Exercise Physiologist at Firstbeat.

Firstbeat

A Finnish company that develops heartbeat analytics for wearables, fitness devices, wellbeing services and professional sports.

Locations

The Firstbeat HQ is in Jyväskylä, Finland. They have other offices in Espo (Finland), Manchester (the UK), and Palo Alto (the US).

Number of Employees

100

Features used Customer since

2019

Book a demo

About the company

Founded in 2002, Firstbeat is a Finnish company that develops heartbeat analytics for wearables, fitness devices, wellbeing services and professional sports. Thousands of elite sports teams, corporations in over 40 countries, and consumers alike use the company’s analytics to improve their performance and wellbeing.

Miro Vesala works as Coaching Manager and Exercise Physiologist at Firstbeat. As such, he manages their coaching team. This external team of about 20 coaches takes calls with corporate clients regarding their stress levels, sleep patterns, exercise regime and more – aggregated in a comprehensive report based on data from Firstbeat wearables. The coaches walk the client through the report and suggest possible lifestyle changes.

 

Miro Vesala, Coaching Manager and Exercise Physiologist at Firstbeat.

The challenge

Firstbeat faced a challenge: The number of calls and the need for coaching increased. They required more manpower and a solution that would also provide statistics and a smoother workflow.

Needed a solution with advanced statistics

Miro and his supervisor at the time were looking for a solution where they could track the calls.

“We couldn’t track the calls if the coaches’ used their own phones. We needed a solution so we could see the number and length of calls, as well as record and listen to them afterwards in order to develop our service.”

“We wanted each coach to have a dedicated Firstbeat phone system so that when they call clients, it shows the Firstbeat phone number.”

 

A Firstbeat client getting a lifestyle assessment

The Firstbeat coaches walk the client through a comprehensive report based on data from Firstbeat wearables and suggest possible lifestyle changes.

The solution

Miro looked around for solutions and even tried out a few but didn’t find the perfect match. Then one day, Telavox contacted them. Miro got a demo of the solution and was impressed by the clean and easy-to-use interface. They’ve used Telavox for their coaching team since July 2019.

Smooth take-off and stellar support

According to Miro, it was easy to get started with Telavox.

“We had a webinar with a specialist at Telavox that showed us how to set-up everything up. It’s all very straightforward. There were no surprises during onboarding, which meant that we were up and running quickly.”

Miro has high praise for their Advisor at Telavox, Linda Heiskanen.

“We have a good relationship with Linda. She provides us with great support in no time.”

Miro Vesala, Coaching Manager and Exercise Physiologist at Firstbeat.

The result

Today, Miro is delighted with the way things are working.

“Telavox completely matches our needs. The support is quick and helpful, and the onboarding of new coaches is fast and easy.”

Ease of use equals efficiency

The coaches are the ones using Telavox the most, and the new solution has made their workflow more efficient, Miro says.

“They use the Telavox app daily, and using it is a no-brainer thanks to the easy-to-use interface. That way, coaches can concentrate on the calls and the data, without having to struggle with a cumbersome system.”

Simplified stats for superb service

Miro mostly works in the Telavox admin portal. There, he can get reports and see statistics regarding the average length of phone calls, the number of calls made, listen to recordings, and more. The stats all serve to improve the company’s customer service.

“Telavox has made it so much easier to get access to stats. Before Telavox, most of our stats were unknown to us. Today, we get the insights behind the phone calls. All in all, it’s so much easier for us to work today.”