Case study Reflex Winkelmann🔧
Improving availability with VIER engage and AI Agents
Improving availability with VIER engage and AI Agents
Improving availability with VIER engage and AI Agents
The omnichannel ACD ensures that the specialist for heating and hot water systems can be reached securely. AI-based chatbots and voicebots reduce the workload on first- and second-level support.
Challenge
Thinking Solutions – also in B2B customer support
"One of the biggest challenges for us as a specialist in heating and hot water systems is that we operate in the B2B sector," says Marcel Pohlmann, Head of Service Sales & Operation DACH, Reflex Winkelmann GmbH. "We have a lot of direct contact in the after-sales and service area, especially with heating engineers, installers and industrial customers. We want to be available for them. We have relatively little contact with private end customers."
What solution does VIER offer?
Solution
Channel variety with telephony, WhatsApp and bots
With the cloud-based ACD VIER engage, the connection to Reflex Winkelmann's CRM (SAP) was possible without any problems. Routing was also significantly improved so that callers always reach the most suitable employee. "At the same time, we have now added WhatsApp to our contact offering via the hotline, which was made possible by the omnichannel ACD," explains Marcel Pohlmann. "The first customer contacts have already been received via WhatsApp and, interestingly, the first WhatsApp inquiry came from Brazil. He had found our German phone number! Routing can also be used for this via the omnichannel ACD from VIER so that our first and second level support can also process inquiries via WhatsApp."
Benefit
Clear advantages for all sides
"We have clearly achieved our first goal of increasing accessibility with VIER engage," confirms Marcel Pohlmann. "We now have an average availability rate of over 80%, sometimes even over 90%, so that's very good!" However, the chat service via a bot is a completely new communication service for the company – how is it going? "Especially in the initial phase, it is very important for us to know how our customers react to it," explains Jan Pestke. "We are therefore currently gathering feedback from our customers to find out how well the service has worked and how satisfied they are with it."
Customer testimonials
Marcel Pohlmann
Head of Service Sales & Operation DACH
"Our customers can freely choose their contact channel. They can always reach an employee and skip the bot. Our top priority is that we take our customers with us and let them decide how they communicate with us. It is always primarily about customer acceptance and the question: Does the customer feel comfortable with it?
"
Jan Pestke
Innovation & AI Specialist
"Our experience with AI shows that it is better to take small steps. You should start with a concrete use case and improve the process with AI. Then you can go further. And: you can't just switch on an AI and then it will run by itself. No. You have to keep at it, keep checking how the AI is behaving and what is changing. And: the master data must be clean, that is very important. If they are not properly maintained, even an AI cannot help!
"
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 engage
VIER AI Studio
Low-code bot designer
With VIER AI Studio, you can create intelligent AI agents that automate processes, connect systems and make knowledge accessible. Fast, secure and individual – without any programming effort.
More about VIER AI StudioAbout Reflex Winkelmann
Reflex Winkelmann GmbH, Ahlen, is one of the leading suppliers of high-quality systems for heating and hot water supply technology in the DACH region. Under the proven, future-oriented guiding principle of 'Thinking Solutions', the company stands for holistic solution expertise. Reflex Winkelmann GmbH is part of the Reflex Group with over 2,100 employees and eight production sites, including in Poland, Slovakia and Shanghai.
Reflex Winkelmann GmbH, Ahlen, is one of the leading suppliers of high-quality systems for heating and hot water supply technology in the DACH region. Under the proven, future-oriented guiding principle of 'Thinking Solutions', the company stands for holistic solution expertise. Reflex Winkelmann GmbH is part of the Reflex Group with over 2,100 employees and eight production sites, including in Poland, Slovakia and Shanghai.
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