Overview WR must be able to handle a variety of different types of customer enquiries so that calls can be processed as quickly as possible and in the best possible way.

ChallengeIn addition to numerous other requirements, the new solution had to be compatible with a new IP PBX solution from the provider Innovaphone, which was to be introduced at the same time.

Solution

jtel was able to meet WR’s requirements because its contact centre solution offers multi-channel call handling, distribution and queuing functions as well as a user-friendly interface that puts administrative control in the hands of the user. This allows you to design your own routing logic and make quick adjustments during operation.

jtel’s Industry Solution for WR-Gruppe

– The WR Group (WR) is a leading service provider for property-related solutions, such as roof windows, bathroom fittings, heat pumps and much more. WR operates throughout Germany and is also active in the sanitary sector in Austria, Switzerland and the Benelux countries. The company offers technical support for solutions from various manufacturers and is also an outsourcing partner for other companies. The company group also includes the TLS-Dachfenster brand, which specialises in the maintenance, repair and installation of roof windows and is known throughout Germany for its expertise in all aspects of roof windows.

– WR’s experts provide support and service and also manage logistics and spare parts distribution for your customers. That’s why WR has to handle a variety of different types of customer enquiries and ensure that all calls are answered and processed by the right people at the right time.

– In the area of conflict between manufacturers, service partners and customers, processes must be constantly reviewed, optimised and flexibly adapted. This requires flexible and easy-to-administer contact centre software. This means that WR’s administrators can make all changes themselves at any time. This could be realised with the introduction of the jtel system. In the old call centre software, most of the settings could not be made themselves, but had to be reported to the contractual partner via a ticket system. Even simple changes therefore often took a long time and were usually subject to a charge.

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