Success Story: Truma
Promoting innovation in the service industry
Excellent service strategies for Truma
Overview
The Saint Peter-Ording Tourist Office manages all tourism services for the region, from guest relations to marketing. Handling millions of visitors annually, it sought to modernize its communication systems to enhance service quality, operational efficiency, and digital accessibility for guests and staff.
Challenge
Rapid tourism growth and rising digital demands exposed limitations in TZSPO’s outdated call center: rigid configurations, poor scalability, minimal reporting, and no integration with modern tools. Dependence on external support hindered flexibility, remote work, and the ability to independently manage customer interactions effectively.
Solution
jtel’s contact center solution empowered TZSPO with flexible call routing, real-time analytics, and full PBX and API integration. The system improved service agility, remote accessibility, and readiness for digital transformation, ensuring efficient, autonomous, and future-proof customer communication for the busy seaside destination.
jtel’s Branchenlösung für Tourismus-Zentrale Sankt Peter-Ording
About the Sanit Peter-Ording Tourist Office
The Saint Peter-Ording Tourist Office (TZSPO) is an independent agency of the municipality of Saint Peter-Ording and handles all tourism-related matters for Saint Peter-Ording. The TZSPO’s responsibilities include providing guest services, host support, developing tourism products and offerings (both analog and digital), event management, arranging vacation accommodations, and marketing tourism offerings.
The approximately 160 employees work in the following departments: building yard with carpentry, metalworking, and gardening, DÜNEN-Therme leisure and adventure pool and sauna, DÜNEN-THERME health and wellness center, beach, building services, administration, marketing and events department, and provider and guest services. In addition to these core tasks, TZSPO also acts as a driving force in the region and maintains close contact with all local service providers, as well as with decision-makers from politics and administration.
The North Sea spa and sulfur baths at St. Peter-Ording records approximately 2.6 million overnight stays annually and welcome around 425,000 overnight guests and 500,000 day visitors. With a population of around 4,000, the municipality has approximately 17,000 guest beds. The beach, which stretches for around 12 km and is up to 2 km wide, is part of the Wadden Sea National Park and UNESCO World Heritage Site.
We are at home by the sea. We are SPO.
Starting Point: The need for more flexibility and support
With the growing importance of digital service channels and increasing visitor numbers, TZSPO’s existing call center infrastructure reached its limits. The previous system lacked flexibility, offered limited reporting capabilities, required external support even for minor adjustments and lacked adequate technical support.
Key Challenges:
- No independent configuration of call flows
- Limited accessibility due to exclusive use of hardphones
- Lack of interfaces to third-party applications
- Insufficient reporting functions
- Poor scalability and lack of future readiness
The Solution: jtel Contact Center
After a competitive public tender, jtel was selected for its flexible, future-proof, and user-friendly contact center system.
Project Focus:
Previous Call Center Solution vs. jtel Solution | Overview of the advantages
| Function | Previous Solution | jtel Solution | Benefit |
|---|---|---|---|
| Call Flow Management | Changes required external provider | Independent call flow configuration via graphical interface
Very user-friendly Allows versioning for testing |
Increased flexibility, agility and user-friendliness |
| Telephony | Hardphone only | By connecting to the innovaphone telephone system, jtel can now also be used via softphone or smartphone.
Status synchronization with innovaphone PBX |
Flexibility for remote work and home office |
| Interfaces | None | API connection to Salesforce and planned connection to the reservation system Feratel | Improved service and support through professional customer management (in planning) |
| Statistics & Reporting | Limited and static | Real-time statistics, live monitoring, dynamic analytics | Better control, faster response and optimization |
Quote
„Everyone expected numerous issues during the switch to the new ACD and telephony system, but the transition was so smooth that we were almost a little irritated by how well everything functioned immediately, aside from a few minor details.”
Mr. Arne Plön, Project Coordination Office, Sankt Peter-Ording Tourist Office
Highlights of the jtel Solution for TZSPO
Intuitive Graphical Routing Application & Flexible Administration
- The graphical routing application allows TZSPO to adjust call flows independently
- Fully autonomous, independent configuration and modification of call flows and prompts
- User-friendly GUI for maximum flexibility
Compatibility with the telecommunications system
- Full compatibility with the innovaphone PBX including status synchronisation
Future Readiness & Scalability
- Multi-channel capabilities (email, dialer, web chat, SMS, WhatsApp, video)
- AI features (voice bot | chat bot)
- Cloud-Migration
- Connection to third-party systems via interfaces (API)
- PBX neutrality and Microsoft Teams integration
- Quality Management
Evaluability / Reporting
- Detailed statistics for continuous optimization
- Real-time reporting for immediate control
Conclusion
The jtel Contact Center solution has enabled the Sankt Peter-Ording Tourist Office to improve its service quality and prepare for the future. The jtel-system features flexible adjustments and improved accessibility, providing a solid foundation for optimizing services.
jtel supports TZSPO in continuing to deliver first-class digital customer service — efficient, flexible, and future-proof.
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.
