Success Story: Truma
Driving innovation in the service industry
Outstanding service strategies for Truma
Overview
Truma places great importance on customer service. There is no external call center provider handling calls first; all calls are answered by Truma employees. The customer service and sales teams mainly deal with external customers, making a professional contact center solution essential.
Challenge
Because Truma works with many different systems, it wanted to bring them together to avoid duplicate system administration and thereby increase efficiency across the company. The new solution therefore had to ensure status synchronization between MS Teams and the telephone system. Data integration was also required, as Truma had been working with Salesforce for a year. The company needed a flexible, easily administered system with an extensive range of functions. Cloud deployment was also desired so that no additional hardware would be needed on-site at Truma.
Solution
jtel was able to meet Truma's requirements because, alongside multichannel call handling, distribution and queue functions, its cloud-based contact center solution offers a user-friendly interface that puts administrative control in users' hands. Status synchronization between MS Teams and the telephone system, as well as Salesforce data integration, were implemented successfully.
jtel's industry solution for Truma
Who is Truma?
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For more than 75 years, Truma has been a world-leading manufacturer and specialist in motorhome and caravan accessories. Headquartered in Putzbrunn near Munich, the German company manufactures heating systems, air conditioners and products for hot water and gas supply. Back in 1961, Truma developed the first officially approved caravan heater, making winter camping possible in the first place. Over those 75 years, Truma developed into an internationally successful company that is now owner-managed in its third generation. Its international success is also driving international expansion, with subsidiaries in the United Kingdom, Sweden, the USA, China and Australia. Truma now employs more than 800 people worldwide. It is the European market leader in heating and maneuvering systems and has received an award recognizing it among Germany's top 100 most innovative medium-sized companies. Almost every camper in Europe knows Truma.
Truma – More comfort on the move
How do customer service and the sales team work at Truma?
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Truma places great importance on customer service. There is no external call center provider handling calls first; all calls are answered by Truma employees. The customer service and sales teams mainly deal with external customers, making a professional contact center solution essential. There is a service number for B2B and B2C customers and a separate one for French customers.
The sales team supports B2B customers with the following:
- General sales inquiries
- Orders
- Technical questions / repair support
- Warranty claims, repair requests
Customer service supports B2C customers with the following:
- General service inquiries
- Claims / complaints
- Service technician appointments / service workshop appointments
- Support with technical problems
There are significant differences between B2B and B2C, such as opening hours. Further differences are shown in the following table:
| B2B | B2C |
|---|---|
| Distribution by country code and area code | Distribution by language (English, German, French) |
| DTMF selection menu | No DTMF selection menu |
| Distribution into different groups depending on the task and language skills | Division into first and second level, with the second level not directly accessible by end customers. |
Finding the right solution
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Because Truma works with many different systems, it wanted to bring them together to avoid duplicate system administration and thereby increase efficiency across the company. The systems in use, such as MS Teams and the telephone system, had previously resulted in overlapping calls because, for example, the desk phone could not recognize the busy status of an MS Teams session. Resolving this issue was essential. The new solution therefore had to ensure status synchronization between MS Teams and the telephone system. Data integration was also required, as Truma had been working with Salesforce for a year. The company needed a flexible, easily administered system with an extensive range of functions. Cloud deployment was also desired so that no additional hardware would be needed on-site at Truma.
Project requirements:
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- The existing service number must be retained
- The existing service number for French customer groups must be retained
- Truma customers must not notice the changeover to the new voice infrastructure
- The telephone system must be compatible with the contact center
- The telephone system and contact center must be able to reflect Truma's structures and processes
- Status synchronization and integration with MS Teams
- Salesforce integration
- Automatic search and record pop-up in Salesforce
- Click-to-dial directly from Salesforce
- Salesforce information is used to influence routing
- jtel cloud deployment
The previous call center solution vs. the jtel solution
| Previous call center solution | Added value with jtel from the cloud |
|---|---|
| Different telephone channels were not connected to one another. This led to many problems, such as overlapping calls, missed calls, frustrated employees and frustrated customers. | jtel connected the different telephone channels and solved the problem. Overlapping calls are no longer possible. Added value: Employee and customer satisfaction increases. |
| The previous call center solution had no MS Teams or Skype integration. Truma used Skype before Office 365 and the associated introduction of MS Teams. | Skype for Business could be replaced because jtel offers elegant MS Teams integration. The jtel/MS Teams combination now handles internal telephony. Added value: Streamlined and integrated systems. |
| There was no status synchronization between the call center solution and MS Teams / Skype. | Status synchronization between jtel and MS Teams is available, resolving the problem of overlapping calls. Added value: A better organizational overview, routing benefits and little training required. |
| The lack of status synchronization resulted in overlapping calls, and callers did not receive a busy signal. This caused stress for employees and frustration for customers. | With status synchronization in place, overlapping calls are no longer possible. An internal busy signal is now also provided during customer conversations. Added value: Employee and customer satisfaction increases. |
| There was no Salesforce integration: each customer had to be searched for and opened manually in Salesforce, which increased call times. | jtel provides Salesforce integration. Incoming calls are checked against the existing Salesforce system and routed accordingly, for example to B2B or B2C. Click-to-dial from Salesforce is also available. Added value: Dynamic data integration prevents duplicate entries. Time is saved on every call as the relevant Salesforce record opens. Routing benefits. |
| When working from home, it was not possible to make a warm transfer of calls from one employee to another. | jtel imposes no restrictions on working from home. Added value: Secure and convenient home working. |
| There was no way to route calls through to the second level. To reach a second-level employee, it was always necessary to check who was available, and several connection attempts could be needed. | A dedicated second-level group was created in the jtel solution and incorporated into the routing application. Added value: Routing benefits: the available employee is assigned the call and distribution is fairer. |
| Outgoing calls were not documented | Outgoing calls are documented in the jtel system and can be analyzed through reports. Added value: Truma can analyze and assess call volumes in the customer center and adjust staffing plans accordingly. |
Quote
“In summary, we can say that jtel integration gives us an immediate overview of all relevant customer information in Salesforce. This increases our efficiency, particularly in service. In addition, linking jtel and Microsoft Teams allows internal employees to see whether their colleagues in Sales & Service are available by phone.”
- Head of International Sales & Service
Added value with jtel:
Cloud deployment
Truma needs no additional on-site hardware and always has the latest portal version, including a fully functional home-office workstation without restrictions. Fast user acceptance and little, straightforward training.
Salesforce integration
Dynamic data integration prevents duplicate entries. Time is saved on every call because the relevant Salesforce record opens automatically. Routing benefits for B2B and B2C. Click-to-dial directly from Salesforce.
MS Teams integration
Status synchronization means overlapping calls are no longer possible. Systems have been streamlined and integrated, allowing Skype for Business to be retired. The jtel/MS Teams combination now handles internal telephony.
Graphical routing application & flexible administration
Truma can make its own call flow adjustments in the graphical routing application. Fully autonomous, independent configuration and adaptation of call flows and announcements. Ease of use.
Compatibility with the telephone system
Full compatibility with the innovaphone telephone system, including status synchronization
Analysis / Reporting
Statistics and insights for continuous optimization, plus real-time reporting for direct management.