Tool Manufacturer
Success Story: Ensuring excellent customer service and an optimised internal sales workflow for the ‘tool rebel’.
Success Story: Wera
Ensuring excellent customer service with optimised internal sales workflows
Excellent service strategies for a tool manufacturer
OverviewWera’s success meant that it was unable to provide the desired level of customer service with its existing, outdated on-premise communications solution.
ChallengeCalls to Wera should be automatically routed to the right person and with more than 3,000 different Wera products, a closer, longer-term relationship between callers and agents should be developed.
Solutionjtel’s contact centre solution and an Innovaphone PBX system enabled Wera to migrate from an older, on-premise solution to a new VoIP architecture with cloud-hosted architecture with CRM integration and high availability.
jtel Industry Solution for Wera
Wera is a leading designer and manufacturer of professional work tools and has earned a reputation as a ‘tool rebel’; a company that likes to challenge the status quo. Wera has become increasingly successful in recent years with growth of more than 20 per cent. This placed high demands on the sales team, who were struggling with an outdated on-premise telecoms solution that only provided rigid structured point-to-point cabling. At the same time, 3,000 different Wera products meant a close, long-term personal relationship between callers and agents. Wera needed a virtualised VoIP solution and wanted to take the opportunity to optimise business processes around customer service.
Together with the SIEVERS-GROUP, Wera has developed a solution consisting of the jtel Contact Centre Solution and an innovaphone PBX system. With the contact centre solution from jtel, calls from home and abroad can be routed to the right sales representative. The switchboard is now also fully integrated into the routing plan. Wera operates two data centres so that a virtualised telecommunications system with geographical redundancy could be implemented to meet high availability requirements. The jtel system pulls relevant routing information from the existing inventory management system and adds it to the call data so that calls can be automatically routed to the right person. Caller satisfaction has increased – but so has employee satisfaction, as they can complete their tasks more efficiently, smoothly and quickly.
We were looking for a customised solution to redefine our internal sales workflow and ensure the highest possible satisfaction for our callers. With Innovaphone and jtel, the SIEVERS-GROUP has developed a solution that suits us perfectly! - Alexander Rüth, System Administrator and Project Manager
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