Dorner Electronic

Dorner Electronic GmbH is an innovative supplier of intelligent hardware and software solutions for the building materials industry. It also offers a range of services such as project management, onsite support, testing, and consultancy. With a diverse portfolio of solutions and a broad customer base, it’s important for Dorner to be able to provide outstanding support capabilities. Dorner needed to be able to process complex calls rapidly and ensure they were routed intelligently to the right expert.

Dorner deployed a combination of jtel ACD and in-house software. jtel ACD ensures inbound and outbound telephony is optimised according to clearly defined rules and conditions, so calls reach the right person, at the right time. Its open and extensible architecture also supports many possibilities for integration with enterprise business processes. As a result, Dorner was able to quickly integrate the intelligence behind jtel ACD into its own help desk software. Dorner can now deliver outstanding customer satisfaction, with a system tailored to their needs.

“We now have the best of both worlds – the ability to leverage a commercial ACD platform, and use our own customised software tailored to our unique requirements.”

Dorner Electronic

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Dorner Electronic

Overview

With a diverse portfolio of solutions and a broad customer base, Dorner needed to be able to provide outstanding support capabilities, and deliver enquiries to the right person at the right time.

Challenge

Customers on tight timescales and involved in complex projects in the field expect immediate answers to their questions. Dorner needed to be able to process calls rapidly and route them intelligently.

Solution

jtel ACD integrated with customised software developed by Dorner to meet its own unique requirements gives it the best of both worlds.

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