Success Story: Stadtwerke Lünen

Efficient call handling and process integration

Outstanding service strategies for Stadtwerke Lünen

Overview

To maintain its high standards and deliver the quality customers expected, Stadtwerke Lünen needed to update its existing call center solution.

Challenge

Control is key, and SWL needed a platform that would allow it to implement new processes supporting improvements in customer service.

Solution

The jtel system with its integrated IVR routing application offers the high flexibility and simplified administration that were essential to achieving SWL's business goals.

jtel's industry solution for Stadtwerke Lünen

Perfect customer service with jtel's contact center solutions for every industry

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Stadtwerke Lünen (SWL), whose history dates back to 1867, is a long-established energy supplier for residential and business customers. SWL is known for its excellent service and received the Energy Consumer Portal's “Top Local Electricity Supplier” and “Top Local Natural Gas Supplier” awards in its network area for 10 consecutive years. Maintaining these high standards is therefore central to the company's philosophy and management. It is vital that its systems ensure the quality and service a modern company needs. An efficient contact center solution is fundamental to this goal.

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The existing system had become outdated and no longer complied with SWL's current security guidelines. To resolve this problem, jtel GmbH was identified as a solution partner together with IP PBX provider Innovaphone. SIEVERS-SNC Computer & Software GmbH & Co. KG from Osnabrück acted as the general contractor. The jtel system is a highly flexible solution that can be individually adapted to provide tailored call handling. It also offers an integrated IVR platform, allowing activity around service numbers to be configured and analyzed through statistics. This means that, alongside different call distribution rules, new self-service options can also be created.

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The results of implementing jtel in customer service were immediately apparent to those involved. Employee satisfaction increased through more efficient routing and fair distribution algorithms within the groups. Skills-based routing can now also be used. This ensures that calls are forwarded to the agent best suited to a particular inquiry. The new jtel solution resolved all previous technical challenges and provides a clear path for future extensions in line with the development of SWL's business. The implementation eliminated isolated solutions and created a consolidated infrastructure.