Retail E-Commerce
Success Story: How the introduction of jtel’s advanced contact centre solution is helping leading e-commerce provider Chal-Tec to optimise customer service and deliver an exceptional service experience.
Success Story: Chal-Tec
How the introduction of jtel’s advanced contact centre solution is helping leading e-commerce provider Chal-Tec to optimise customer service and deliver an exceptional service experience.
Excellent Service Strategies for a Leading E-Commerce Provider
OverviewChal-Tec needed a solution that could easily connect to the existing infrastructure and provide intelligent routing capabilities across a variety of channels for today and the future.
ChallengeChal-Tec wanted a solution that would solve the problems of accurate and efficient call distribution while providing a forward-looking platform to enable rapid and evolutionary growth.
Solution
The jtel ACD enables Chal-Tec to process calls more specifically and efficiently and to minimize time losses due to rerouting and forwarding to other agents. This made it possible to reduce costs and increase productivity.
jtel Industry Solution Chal-Tec
Chal-Tec GmbH is a European leader in e-commerce and sells its comprehensive product portfolio through a variety of sales channels in 18 different countries. The high number of sales channels reflects Chal-Tec’s intention to combine traditional marketing models with innovative e-commerce tactics. However, this has led to problems with the number of calls and the diversity of calls for the Chal-Tec agents in the service center. Rapid and sustained growth required a new solution that addressed existing issues and provided a future-proof solution.
The jtel team proposed a solution that included a jtel system in addition to the existing infrastructure, which included a PXB system from STARFACE. The jtel system with its advanced SOAP interface enabled comprehensive integration into the existing Chal-Tec infrastructure. Customer satisfaction demonstrably increased with the solution, calls could be delivered more specifically and effectively and time losses due to re-routing were avoided. As a result, costs were reduced and employee productivity increased. Crucially, jtel provided this evolutionary path for Chal-Tec’s innovations.
jtel delivered a completely professional and customer-focused solution that allows us to better serve our customers. Efficiency was created internally and our future growth was supported,” commented Matthias Heinig from Chal-Tec. “Our corporate culture is based on innovation and we need partners who share the same forward-thinking approach. jtel turned out to be the optimal choice. – Matthias Heinig, Chal-Tec
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