Frenda handles customer calls efficiently with Aurora teleQ
Frenda’s journal and X-ray system supports over 1,000 dental clinics in Sweden. They use Aurora teleQ to manage incoming customer calls. “If you want to work in an intuitive system, feel in control and stress-free, then Aurora teleQ is the right choice,” says Maria Fäldt, support agent at Frenda.
Frenda is a SaaS company offering private and public dental clinics an efficient cloud-based journal and X-ray system. The agents at Frenda handle approximately 100 calls per day.
“We are the encyclopaedia. 80% of our customers call for help, 20% read the support articles available online. Questions range from how to export X-ray images to general accounting queries”, says Agneta Ollén, system specialist and agent at Frenda’s support team.
Before Frenda implemented Aurora teleQ, they lacked the tools to inform callers about expected wait times. Stress levels were significantly higher as a result.
“The phone was pinging constantly and it was stressful for the staff. There was no call prioritisation, and customers received no information about expected wait times or the option to request a callback”, says Agneta, who was part of the Aurora teleQ implementation in 2018.
Maintaining an even workload
With Aurora teleQ, the work became considerably more structured. All logged-in agents could now take calls while other agents focused on different tasks, without being interrupted by the phones.
“When we look back at how things worked before 2018, this feels like a dream. With Aurora teleQ we have full control and the stress levels are so different. We can control when calls come through, while customers receive clear information about their place in the queue and the option to choose a callback”, says Agneta.
Frenda has tailored their use of Aurora teleQ to their specific needs. The callback feature is one example, allowing customers to choose a time that suits them, between patient appointments.
The reporting feature provides statistics on call times and distribution, making it easier to follow up against set targets. Staffing can be quickly adjusted when needed.
“We pick up most calls as they come in. We can easily manage our staffing and maintain an even workload.”
Teams can collaborate better
The notes feature in Aurora teleQ makes it possible to document each call quickly and consistently. With pre-set note templates, all agents follow the same structure, simplifying follow-up.
“Before, we had to write manually and keep track of things ourselves. Now everyone has the same structure. If someone doesn’t answer when we call back, I can log it and move on”, says Maria.
The support team has also been able to detect service disruptions early while working in Aurora teleQ. An increase in incoming calls is often the first sign that something is wrong, and agents can act immediately.
“It doesn’t happen often, but if a server has an issue we can see it in the call list and pass the information on internally. At the same time, we can add a message so that callers immediately receive information that an incident has occurred and that troubleshooting is underway. That’s a positive for the whole organisation”, says Agneta.
From onboarding to everyday work
Aurora teleQ has not only made things easier for Frenda’s customers and agents — it also makes a positive difference for new employees. Maria joined Frenda in 2025 and was pleased when she realised which platform she would be working in.
“It was such a relief when I saw they were using Aurora teleQ. I know it means a calmer working environment. I can control when I take calls and I know what to do and when.”
Both Agneta and Maria describe Aurora teleQ as a tool that simplifies everyday work in a concrete way.
“It’s a really great tool for us. If you want to work in an intuitive system, feel in control and stress-free, then Aurora teleQ is the right choice. I wouldn’t want anything else”, concludes Maria.
Curious about how Aurora teleQ can make a difference for your organisation? Read more about our features here.