Overview In order to maintain the high standards and deliver the quality expected by customers, Stadtwerke Lünen had to update its existing call centre solution.

Challenge Control is key – and SWL needed a platform that would allow it to implement new processes that would support improvements in customer service.

Soluition The jtel system with integrated IVR routing application offers high flexibility and simplified administration, which were essential to fulfil SWL’s business objectives.

jtel Industry Solution for Stadtwerke Lünen

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– Stadtwerke Lünen (SWL), whose history dates back to 1867, is a company with a long tradition of supplying energy to private and business customers. SWL is recognised for its excellent service and has been awarded the ‘Top Local Electricity Supplier’ ‘Top Local Natural Gas Supplier’ awards in its network area for 10 consecutive years by the energy consumer portal. Maintaining these high standards is therefore key to the company’s philosophy and management. It is vital that the systems provide the quality and service that a modern organisation requires. An efficient contact centre solution is fundamental to this goal.

– The existing system was now outdated and no longer complied with SWL’s current security guidelines. To solve this problem, jtel GmbH was identified as a solution partner together with the IP PBX provider Innovaphone. The general contractor was SIEVERS-SNC Computer Software GmbH Co. KG from Osnabrück. The jtel system is a highly flexible solution that can be customised to enable tailor-made call handling. It also offers an integrated IVR platform so that the events surrounding service numbers can be configured and analysed using statistics. This means that new self-service options can be created in addition to different call distribution rules.

– The results of the jtel implementation in customer service were immediately noticeable for those involved. Employee satisfaction was increased through more efficient routing and fair distribution algorithms in the groups. In addition, skill-based routing can now also be applied. This ensures that calls are routed to the agent who is best suited for a particular enquiry. The new jtel solution has solved all previous technical challenges and provides a clear path for future enhancements in line with the development of the SWL business. The implementation has eliminated isolated solutions and created a consolidated infrastructure.

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