Automatic call distribution

Hellmann Logistics opted for VIER engage for its "Road & Rail Telephone Service". Thanks to the cloud-based software, they were able to react quickly to changes and current trends.

Hellmann uses VIER engage

calls per month

call numbers

case workers

Challenge

Simplify processes

Future orientation is an important benchmark for the "Road & Rail Telephone Service", which is provided at ten locations throughout Germany. For a long time, each service location had its own telecommunications system. "However, the configuration of the individual systems was far too inflexible and time-consuming in our constantly growing business," explains Martin Haupt, Service Manager DE Telecommunication at Hellmann. "As part of a service initiative aimed at streamlining workflows, simplifying processes and improving internal coordination, we decided in 2015 to switch to the cloud and thus to network-based call distribution." After around six months of exploration, the decision was made in favor of VIER engage for inbound use. "We were impressed by the stability of the solution even during the test phase, the ease of use thanks to its high level of usability, the range of functions and the very personal support," says Haupt.

What solution does VIER offer?

Local numbers and flexible routing

Since spring 2016, VIER engage has ensured that around 20,000 calls per month are answered on 26 different numbers by the 60 employees currently working at ten locations. "We deliberately opted for local numbers instead of a central hotline, as the regional connection is very important to us. We want to signal to customers that we are their local contact and thus clearly set ourselves apart from the competition." The highlight: the local numbers of the locations are redirected to VIER engage. On the one hand, this ensures a high level of telephone accessibility and, on the other, it enables centralized evaluation across all locations. "Our individual wishes are taken into account and the price/performance ratio is also right! In this respect, VIER engage from the cloud exactly fulfills the goals we set!"

About Hellmann Worldwide Logistics

It has been a long journey from a one-man business with a horse and cart founded in Osnabrück in 1871 to today's global logistics company with 437 offices in 162 countries and over 19,000 employees! Whether flowers, food, mobile asphalt factories, spare parts for ships or high-tech goods: Hellmann transports and delivers according to the motto "thinking ahead - moving forward!" The wild geese in the company logo are characteristic of Hellmann Worldwide Logistics. The migratory birds not only stand for fidelity and loyalty, but also symbolize efficiency and communication in a special way for Hellmann. A technology partner that fits in perfectly with this is VIER.

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