OverviewDFT wants to improve your support by connecting callers to the right support expert faster.

Challenge

Due to the COVID-19 pandemic, DFT mainly worked remotely. Employees primarily used company-owned mobile phones for customer communication.

Solution

Customers want a quick response when support is needed. Callbacks are only a second choice in customer communication. With jtel, calls go directly to the most suitable contact person and callbacks are only used in exceptional cases.

jtel Industry Solution for Dürkopp Fördertechnik

Dürkopp Fördertechnik (DFT) from Bielefeld, a member of the Knapp Group, supplies complete intralogistics solutions, particularly for the fashion, e-commerce and retail sectors.

DFT’s customers have to meet demanding schedules in order to fulfil their obligations. Effective support is therefore essential. Especially in the demanding business environment of e-commerce, every second counts. When a system is processing thousands of items per hour, any time lost due to errors or maintenance has a negative impact on profitability, while continuous service delivery increases profits.

DFT’s solutions are complex and require extensive knowledge, which is why a team of specialists is also available for hotline support. The telephone software previously used by the hotline no longer met the requirements.

As a result, DFT decided to look for a more powerful solution that would enable it to optimise customer service and provide a better basis for making decisions on future service improvements. The project was initiated in 2019 and the IT leadership team worked with Sievers-SNC, a leading integration company with expertise in CRM and telecommunications based in Osnabrück, Germany, to identify the requirements and find a solution partner to deliver the new system: jtel.

Engage in dialogue with jtel

We show you how to optimise your customer service with jtel.

Simply fill in the form below and our experts will be there for you.