Automatic and cross-location call distribution with VIER engage


The Challenge

Orientation towards the future is an important standard for the "Road & Rail Telephone Service", which is provided at ten locations throughout Germany. For a long time, each service location had its own PBX system. "However, the configuration of the individual systems was far too inflexible and costly in our constantly growing business," explains Martin Haupt, Service Manager DE Telecommunication at Hellmann. "As part of a service initiative aimed at streamlining procedures, simplifying processes and improving internal coordination, we decided in 2015 to switch to the cloud and thus to network-based call distribution." After about six months of exploring, the decision was made in favour of VIER engage for inbound use. "We were convinced by the stability of the solution already during the test phase, the problem-free operation through high usability, the range of functions and the very personal support, says Haupt.

The Solution

Since spring 2016, VIER engage has ensured that around 20,000 calls a month are answered on 26 different telephone numbers by the currently 60 case workers at ten locations. "We deliberately decided to use local numbers instead of a central hotline, as the respective regional reference is very important to us. We want to signal to the customers that we are the local contact person and thus clearly set ourselves apart from the competition." The highlight: The local telephone 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 hand, it enables centralised evaluation across all locations. "Our individual wishes are taken into account and the price/performance ratio is perfect! In this respect, VIER engage from the cloud exactly fulfils the goals we set!" 

The average call duration is currently 90 seconds - one of the many important pieces of information on service quality for those responsible, who can react to changes and current trends on the basis of weekly and monthly statistics from VIER engage. But the simple configuration also delivers what it promises: "When we suddenly had to deal with severe staffing problems at one location, unlike before, I was able to change the routing of requests with just a few clicks of the mouse and ensure that the service continued seamlessly!" The people in charge at the site were thrilled that the problem could be solved so easily and quickly.

About Hellmann Worldwide Logistics

It has been a long road from the one-man business founded in 1871 in Osnabrück with a horse-drawn cart to today's globally active 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!"  Characteristic for Hellmann Worldwide Logistics are the wild geese in the company logo. The migratory birds not only stand for loyalty and dedication, but also symbolise efficiency and communication in a special way for Hellmann. A technology partner that fits this perfectly is VIER.

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