Vaillant 总是陷入困境（感谢 Vonage）
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Vonage Contact Center for Salesforce
技术栈
- Salesforce CRM
- Vonage's outbound dialer
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子产品
服务
- 系统集成
关于客户
Vaillant 集团是一家知名公司，140 多年来一直致力于提供高效、创新且环保的供暖和热水系统。该公司以其前瞻性思维而闻名，其中包括对最新可再生技术的专业知识。Vaillant 每年在英国销售超过 400,000 台锅炉，并跻身超级品牌前 100 名。优质客户服务是 Vaillant 产品的核心，该公司每年有超过 600,000 个来电处理技术和客户服务查询，因此需要一个强大而高效的呼叫处理系统。
挑战
Vaillant Group 是一家领先的供暖和热水系统供应商，其现有的呼叫处理系统面临多项挑战。该公司每年接听超过 600,000 个来电，但其来电中继容量有限、与 Salesforce 的集成度低、通话记录存储量有限，并且需要手动拨打外拨电话。这些问题影响了其 122 个席位的联络中心的效率和客户服务质量。Vaillant 需要一种能够改进其呼叫处理系统并与现有 Salesforce CRM 无缝集成的解决方案。
解决方案
Vaillant 向 Vonage 寻求解决方案，以应对其呼叫处理挑战。Vonage 在 Vaillant 的运营中实施了 Salesforce 联络中心。该解决方案将入站和出站呼叫直接链接到 CRM 数据库，为代理提供所有相关信息，并大大改善客户体验。该解决方案还包括无限的呼叫记录容量，将每个呼叫链接到客户记录，以实现合规性、培训和争议解决。此外，该解决方案还具有呼叫耳语功能，可在客户接通电话之前提醒代理呼叫目的。该系统操作简单，允许 Vaillant 进行系统更改，而无需依赖昂贵的顾问或供应商。Vonage 的出站拨号器的实施还通过自动拨打 250,000 个客户电话来确认预约的过程提高了效率。
运营影响
数量效益
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