Overview

With a diverse portfolio of solutions and services and a broad customer base, Dorner was looking for a solution to optimise customer support. A wide range of enquiries should reach the right contact person quickly.

Challenge Customers with tight schedules and complex projects expect an immediate response to their enquiries.

Solutionjtel call centre with customised software developed by Dorner for individual requirements.

jtel’s Industry Solution for Dorner Electronic

– Dorner Electronic GmbHdevelops innovative, reliable and user-friendly hardware and software solutions for the building materials industry. In addition, Dorner offers its customers a range of services such as project management, on-site support, maintenance and support of the systems offered. With this wide-ranging portfolio of solutions and a broad customer base, it is important that Dorner has excellent support capabilities. Enquiries need to be delivered to the right person, in the right department, quickly and efficiently.

– What jtel has achieved. The solution consists of a combination of jtel’s call centre software and customer-specific software developed by Dorner’s own software experts. It ensures the optimisation of inbound and outbound telephony through clearly defined rules and conditions, with the result that callers reach the best contact person at all times. By expanding its own helpdesk in this way, Dorner has been able to significantly increase customer satisfaction.

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