This is the story of how the Swedish company Vitec Construction and Real Estate managed to:

turn a customer service team in disarray into a high-performing digital operation center,
cut response times from 4 days to 24 hours,
surge their customer satisfaction rates from "poor" to "wow".
What started as a handful of challenges, turned into a success story of how a business can optimize its growth and serve its customers better without scaling up its support staff.