Success Story: Chal-Tec

How introducing the advanced jtel contact center solution helps leading e-commerce provider Chal-Tec optimize customer service and deliver an exceptional service experience.

Outstanding service strategies for a leading e-commerce provider

Overview

Chal-Tec needed a solution that could easily connect to its existing infrastructure and provide intelligent routing capabilities across a wide range of channels, both now and in the future.

Challenge

Chal-Tec wanted a solution that would resolve the problems of accurate and efficient call distribution while providing a forward-looking platform to enable rapid, evolutionary growth.

Solution

The jtel ACD enables Chal-Tec to handle calls in a more targeted and efficient way, minimizing time lost through rerouting and transfers to other agents. This reduced costs and increased productivity.

jtel's industry solution for Chal-Tec

Chal-Tec GmbH is a European leader in e-commerce and sells its extensive product portfolio through a wide range of sales channels in 18 different countries. The large number of sales channels reflects Chal-Tec's intention to combine traditional marketing models with innovative e-commerce tactics. However, this created problems for Chal-Tec's service center agents in terms of call volumes and the variety of calls. Rapid and sustained growth required a new solution that would resolve the existing problems and provide a future-proof approach.

The jtel team proposed a solution that would add a jtel system to the existing infrastructure, which included a PBX system from STARFACE. The jtel system, with its advanced SOAP interface, enabled comprehensive integration into Chal-Tec's existing infrastructure. Customer satisfaction demonstrably increased with the solution: calls could be delivered in a more targeted and effective way, and time lost through rerouting was avoided. As a result, costs were reduced and employee productivity increased. Crucially, jtel provides this evolutionary path for Chal-Tec's innovations.