From fragmentation to efficiency

CEWE is Europe's leading photo service provider and innovative online printing partner. Eleven production sites in Europe are responsible for the production of orders, but are also available for telephone service inquiries - both from business customers and end customers. "CEWE's customer service was highly fragmented and decentralized: each production site operated its own customer service with its own telephone system for its own customers on site," says Stephan Gürtler, Head of Internal Sales at CEWE Stiftung & Co KGaA, describing the situation.

With the introduction of the ACD from VIER engage, a total of eight CEWE locations plus three service providers - one of them in Tunisia - are integrated into the call distribution. CEWE offers almost 20 different hotlines for the various customer segments and key accounts. Despite uniform telephone numbers, calls from retail customers are still prioritized and sent to the responsible employees on site using a geo-routing procedure. The ACD distributes end customer calls evenly across all locations and service providers using the longest idle principle; depending on the season, up to 150 employees are on duty.