The Swedish Number Case Study
The Swedish Tourist Association (STF) and the advertising agency Ingo Stockholm, were searching for a supplier who could assist with the vision of launching a single telephone number for Sweden where people from all over the world could call in and talk to a Swedish citizen.
The purpose of the campaign was to celebrate Sweden becoming the first country in the world to abolish censorship 250 years ago. In conjunction with this anniversary, The Swedish Tourist Association wanted to launch the mobile app “The Swedish Number”. In order to achieve this goal, they needed a flexible and stable technical solution to support the campaign.
The solution for this requirement was to build the world’s largest cloud-based contact centre which was powered by Puzzel (formerly Intelecom). The cloud-based contact centre technology queued and distributed calls, produced reports, logged key statistics, and much more.
Swedish people made themselves available for calls via the cloud-based contact centre by downloading a smartphone app, based on one of the many open application interfaces (APIs). This meant that anyone in Sweden with a smartphone and a Swedish number could register as an “Ambassador to Sweden”. One of the registered Swedes was then randomly selected to discuss and answer questions from people in other countries who called in and were curious about Sweden. The caller did not know the identity of the person receiving the call, as everything was handled anonymously.
“The Swedish Number” quickly became a success worldwide, and the number of incoming calls was higher than expected. During the 80 days, the campaign registered over 183 thousand calls. The Swedish Prime Minister, Stephan Löven, registered and received a call for the campaign too. Even President Barack Obama mentioned the campaign in one of his speeches.
“Puzzel has been a great partner to work with. We were looking to solve the agent problem as we wanted to give all Swedish citizens the opportunity to be an ambassador for Sweden. Thanks to Puzzel’s solution, we managed to get this working for everyone. This is exactly why we chose to work with Puzzel. In addition, we felt their solution was suitable from a security perspective. The fact that the solution is cloud-based was also an essential factor for this type of campaign.
Moreover, their rapid support delivery was very important to us. When technical problems occurred, Puzzel responded immediately. This was critical as the campaign had a limited lifespan, which meant that we constantly had to be “on our toes”. Taking part in the journey of “The Swedish Number” has been a truly unforgettable and magical experience!”
Project Manager, Ingo Stockholm