The partner for service: assembly, maintenance, repair
Success Story: Promoting innovation in the service industry
Success Story: Truma
Promoting innovation in the service industry
Excellent service strategies for Truma
Overview
Truma attaches great importance to customer service. There is no upstream external call centre service provider; all calls are answered by Truma employees. Customer service and the sales team mainly have external customer contact, which is why a professional contact centre solution must be guaranteed.
Challenge
Since Truma works with many different systems, Truma has the desire to “marry” systems with each other in order to avoid double maintenance in system administration and thereby increase efficiency in the company. The new solution is therefore intended to ensure status synchronization between MS Teams and the PBX. In addition, data integration will take place, as Truma has been working with Salesforce for a year. A flexible and easy-to-administer system with a high level of performance should be used. Cloud provision is also desired so that no additional hardware is required on-site at Truma.
Solution
jtel was able to meet Truma’s requirements because, in addition to multi-channel call handling, distribution and queuing functions, the cloud-based contact center solution also offers a user-friendly interface that puts administrative control in the hands of the users. Status synchronization between MS Teams and the PBX as well as data integration from Salesforce were successfully implemented.
jtel’s industry solution for Truma
Who is Truma?
– Truma has been the world’s leading manufacturer and specialist for motorhome and caravan accessories for over 75 years. Truma is a German company, headquartered in Putzbrunn near Munich, that produces heating systems, air conditioning systems, and products for hot water and gas supply. Truma developed the first officially recognized caravan heater back in 1961, making winter camping possible in the first place. Over the 75 years, Truma has developed into an internationally successful company that is now owner-managed by the third generation. The international success is also driving the company’s international expansion, with branches in Great Britain, Sweden, the USA, China and Australia. There are now more than 800 employees at Truma worldwide. Truma is the European market leader for heating and marshalling systems and has received an award for the top 100 most innovative medium-sized companies in Germany. Almost every camper in Europe knows the Truma company. Truma – More comfort on the go
How does the customer service and sales team work at Truma?
–
Truma attaches great importance to customer service. There is no upstream external call centre service provider; all calls are answered by Truma employees. Customer service and the sales team mainly have external customer contact, which is why a professional contact centre solution must be guaranteed. There is a service number for B2B and B2C, and a separate one for French customers.
The sales team supports B2B customers in the following matters:
- General sales questions
- Orders
- Technical questions / support with repairs
- Warranty claims, repair requests
Customer service supports B2C customers in the following matters:
- General service questions
- Complaints
- Appointments for service technicians / appointments in the service workshop
- Support with technical problemsn
There are key differences between B2B and B2C, such as opening hours. Further differences can be seen in the following table:
| B2B | B2C |
|---|---|
| Breakdown by country code and area code | Breakdown by language (English, German, French) |
| DTMF-Selection Menu | No DTMF-Selection Menu |
| Division into different groups, depending on the task and language skills. | Division into 1st and 2nd levels, whereby 2nd level cannot be called directly by the end customer. |
Find the right solution
–
There Truma with many different ones Systemen worked, has Truma the desire to “marry” systems with each other to achieve dual care in system administration to avoid and thereby increase efficiency in the company. Through the systems used, like MS Teams, TK-Anlage, etc. came es earlier to Multiple calls, because, for example, the landline telephone does not recognize the “busy status” of the MS Teams session could.
Diese Problematik should must be resolved. The new solution it is therefore essential to ensure status synchronization between MS Teams and the PBXare. Additionally there should be data integration as,Truma has been working with Salesforce for a year. A flexible and easy-to-administer system with a high level of performance is to be used.Cloud provisionis also desired so that no additional hardware is required on site at Truma.
Requirements for the project:
–
- The existing service number must remain the same
- The existing service number for the French customer groups must be retained
- The Truma customer must not be aware of the changeover to the new voice infrastructure
- The telephone system must be compatible with the contact centre
- The telephone system and contact centre must be able to map Truma’s structures and processes
- Status synchronisation and integration with MS Teams
- Salesforce Integration
- Automatic search and record pop-up in Salesforce
- Click-to-dial from within Salesforce
- Salesforce information is used to influence routing
- jtel Cloud Provision
Old Call-Center-solution vs. jtel-solution
| Previous call centre solution | Added value with jtel from the cloud |
|---|---|
| Different telephone channels were not linked to each other. This led to many problems, such as multiple calls, missed calls, disgruntled employees and annoyed customers. | jtel has linked the various telephone channels and solved the problem. Multiple calls are now no longer possible.. Added value: Employee and customer satisfaction increases. |
| There was no MS Teams or Skype integration with the previous call centre solution. Truma had Skype before Office 365 and the associated introduction of MS Teams. | Skype for Business could be replaced because jtel has an elegant MS Teams integration and the jtel/MS Teams combination is now responsible for internal telephony. Added value: Streamlining and integration of the systems. |
| Status synchronisation between the call centre solution and MS Teams / Skype was not available; | status synchronisation between jtel and MS Teams is available and thus solves the problem of multiple calls. Added value: Better organisational overview and routing advantages as well as less training effort |
| As there was no status synchronisation, multiple calls were made and the caller did not receive a busy signal. Employees were stressed and customers were annoyed. | Since status synchronisation is available, multiple calls are no longer possible. An internal busy signal is now also available for customer calls. Added value: Employee and customer satisfaction increases. |
| There was no Salesforce integration – each customer had to be manually searched for and called up in the Salesforce system, which increased call times. | jtel has Salesforce integration. Incoming calls are checked in the existing Salesforce system and routed accordingly. (e.g. B2B B2C). Click-to-dial from the Salesforce system is also possible. Added value: Dynamic data integration prevents duplicate entries. Time saving for every telephone call, as the corresponding Salesforce data record is opened. Routing advantages. |
| In the home office, it was not possible to warmly transfer calls from one employee to another. | jtel has no restrictions in the home office. Added value: Secure and comfortable working from home. |
| There was no possibility of routing through to the 2nd level. In order to reach a 2nd level employee, you always had to check which employee was currently free and there could be several connection attempts. | In the jtel solution, a separate 2nd level group was mapped and integrated into the routing application. Added value: Routing advantages – the free employee is assigned the call and a fairer distribution takes place. |
| Outgoing calls were documented. | Outgoing calls are documented in the jtel system and can be analysed using the reports. Added value: Truma can analyse and evaluate the telephone volume in the customer centre and adjust personnel planning accordingly. |
Quote
‘To summarise, we can say that the jtel integration gives us an immediate overview of all relevant customer information in Salesforce. This increases our efficiency, especially in the service area. In addition, by linking jtel and Microsoft Teams, internal employees can see whether colleagues from Sales Service are available by phone.’
- Head of International Sales Service
Added value with jtel:
Cloud provision
Truma requires no additional hardware on site and always has the latest portal version including a fully-fledged home office workstation without restrictions. Fast user acceptance and little/simple training.
Salesforce Integration
Dynamic data integration prevents duplicate entries. Saves time with every phone call, as the corresponding Salesforce data record is automatically opened.. Routing advantages. (B2B B2C) Click-to-dial from within Salesforce.
MS Teams Integration
Status synchronisation – multiple calls are no longer possible. Streamlining and integration of systems – Skype for Business could be abolished. The combination jtel/MS Teams is now responsible for internal telephony.
Graphical routing application flexible administration
Truma Callflow can make its own adjustments in the graphical routing application. Fully autonomous, independent configuration and customisation of call sequences and announcements. User-friendliness.
Compatibility with the telecommunications system
Full compatibility with the innovaphone PBX including status synchronisation
Evaluability / Reporting
Statistics and insights for continuous optimisation and real-time reporting for direct control.
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