CEWE optimizes customer service
From fragmentation to efficiency
From fragmentation to efficiency
From fragmentation
to efficiency
CEWE has solved the fragmentation of its customer service by introducing an ACD to handle the call volume from end customers and business customers and to maintain the service level.
CEWE uses VIER engage
hotlines
employees
calls per year
Challenge
Decentralization in customer service
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.
What solution does VIER offer?
cewe + VIER
Call distribution with ACD from the cloud
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.
More about the product
VIER engage
Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.
More about VIER engageAbout CEWE
CEWE, founded in 1961, is Europe's leading photo service provider and innovative online printing partner. CEWE supplies its photographic work from eleven locations via many well-known retail chains. The CEWE photo world is colorful: in addition to the development of photos, it primarily includes branded products such as the CEWE PHOTOBOOK as well as CEWE CALENDARS, CEWE CARDS, CEWE WALL PICTURES, gift articles and much more. Customers are supplied internationally - through cooperation with around 34,000 retail customers in 24 countries. Customers' points of contact are drugstores, specialist retailers and countless other points of sale.
CEWE, founded in 1961, is Europe's leading photo service provider and innovative online printing partner. CEWE supplies its photographic work from eleven locations via many well-known retail chains. The CEWE photo world is colorful: in addition to the development of photos, it primarily includes branded products such as the CEWE PHOTOBOOK as well as CEWE CALENDARS, CEWE CARDS, CEWE WALL PICTURES, gift articles and much more. Customers are supplied internationally - through cooperation with around 34,000 retail customers in 24 countries. Customers' points of contact are drugstores, specialist retailers and countless other points of sale.
Further customer projects
More customers who have improved their customer service with our omnichannel contact center solution VIER engage.
Ready for Europe's best cloud ACD?
