"Our services are for life so a stable solution is extremely important."

With 400,000 users, Careium, formerly Doro Care, is the market leader in welfare technology in Europe. Careium handles more than 30,000 alarms a day in six alarm centers in Sweden, Norway and the UK and uses Generic as an SMS provider for several of the services.

We had a chat with Malin Rosberg, IT Operations Technician at Careium about the collaboration with Generic that started in 2017.

Malin, what does Careium Generics use its services for?

- We use Generic as our SMS provider for several of our services, including SMS for two-factor authentication and group SMS for urgent IT matters to the officer on call. With Rich SMS, we can inform our customers in a simple but professional way in case of major disruptions.

- But above all, we use Generic to communicate alarms to home care staff.

What problems has the service solved for you?

- Generics' solutions have both streamlined our way of working and increased our security. When we receive an alarm, we forward it to the home care service as an SMS to a number of people at the same time and ask them to respond that they are taking care of the case and when it is completed.

- Generic helps us take care of the answers, you have no idea how many ways a "yes" can be written! The service handles all responses correctly and we can automate the flow of communication from the moment a person in the home raises the alarm until the home care service has been on site and the case is closed.

What added value do Generic's services bring to you and your customers?

- Having stable solutions increases the trust of our customers. Having one supplier for multiple services also makes it easier for us.

Why did you choose Generic as your supplier?

- Generic has great expertise in SMS communication and was helpful in adapting and developing their services to suit our unique and specific requirements.

What was important when choosing a supplier?

- Our services are vital to users, so it is extremely important to have a provider that offers a stable solution with high uptime and a high SLA for fast and efficient handling of any disruptions.

Finally, Malin, what do you think is the best thing about Generic?

- The best thing about Generic is definitely the customer contact, it is always easy to get in touch with you and you always do your utmost for us as customers.