Vonage Case Studies Siemens Employs Vonage Contact Center to Enhance Customer Service and Support Business Growth

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	Siemens Employs Vonage Contact Center to Enhance Customer Service and Support Business Growth Vonage

Siemens Employs Vonage Contact Center to Enhance Customer Service and Support Business Growth

Vonage

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Agriculture Renewable Energy
Applicable Functions	Maintenance
Use Cases	Farm Monitoring & Precision Farming Onsite Human Safety Management
Services	System Integration
Challenge	Siemens, a global leader in the manufacturing, installation, commissioning, and service of wind turbines, was facing a challenge of supporting a rapidly growing business. The company was experiencing a 30% growth in business and was already servicing over 1,000 offshore turbines. With the expectation of greatly increased operations in the coming years, Siemens needed a new call center solution that could handle the increased volume of calls and provide efficient customer service. Read More
About Customer	Siemens is a global leader in the manufacturing, installation, commissioning, and service of wind turbines. The company has been experiencing a 30% growth in business and services over a thousand offshore turbines with 3.7GW of capacity. Siemens is expecting to have 8GW of capacity of Siemens turbines in operation by the end of 2020. The company operates in the UK and Ireland, which are the leading regions in the offshore wind market. Siemens needed a solution to support its rapidly growing business and chose Vonage Contact Center for its dedicated 24/7 call-handling needs. Read More
Solution	Siemens chose Vonage Contact Center as the backbone of its new Customer Support Center. The Vonage Contact Center was selected for its dedicated 24/7 call-handling needs. The system was able to handle calls effortlessly, regardless of where the over 30 Siemens contact center agents were located, whether in different offices, at a wind farm, or working from home on their company mobile. This allowed Siemens to create ‘virtual’ teams, providing the company with ultimate flexibility. Additionally, Siemens integrated Vonage Contact Center with Salesforce’s service cloud to provide an end-to-end solution for call-handling and case-management. The flexibility of the Vonage system allowed Siemens to consolidate its service offering in one dedicated building, aiming to bring all of the company’s wind power employees together to deliver coordinated planning and execution of all UK wind farm activities. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Agriculture

Renewable Energy

Applicable Functions

Maintenance

Use Cases

Farm Monitoring & Precision Farming

Onsite Human Safety Management

Services

System Integration

Challenge

Siemens, a global leader in the manufacturing, installation, commissioning, and service of wind turbines, was facing a challenge of supporting a rapidly growing business. The company was experiencing a 30% growth in business and was already servicing over 1,000 offshore turbines. With the expectation of greatly increased operations in the coming years, Siemens needed a new call center solution that could handle the increased volume of calls and provide efficient customer service.

About Customer

Siemens is a global leader in the manufacturing, installation, commissioning, and service of wind turbines. The company has been experiencing a 30% growth in business and services over a thousand offshore turbines with 3.7GW of capacity. Siemens is expecting to have 8GW of capacity of Siemens turbines in operation by the end of 2020. The company operates in the UK and Ireland, which are the leading regions in the offshore wind market. Siemens needed a solution to support its rapidly growing business and chose Vonage Contact Center for its dedicated 24/7 call-handling needs.

Solution

Siemens chose Vonage Contact Center as the backbone of its new Customer Support Center. The Vonage Contact Center was selected for its dedicated 24/7 call-handling needs. The system was able to handle calls effortlessly, regardless of where the over 30 Siemens contact center agents were located, whether in different offices, at a wind farm, or working from home on their company mobile. This allowed Siemens to create ‘virtual’ teams, providing the company with ultimate flexibility. Additionally, Siemens integrated Vonage Contact Center with Salesforce’s service cloud to provide an end-to-end solution for call-handling and case-management. The flexibility of the Vonage system allowed Siemens to consolidate its service offering in one dedicated building, aiming to bring all of the company’s wind power employees together to deliver coordinated planning and execution of all UK wind farm activities.

Impact #1	The deployment of Vonage Contact Center has brought numerous benefits to Siemens. It has increased productivity, enhanced the company's reputation, and reduced costs. The system has also helped Siemens achieve optimum results and safety for its clients. The flexibility of the Vonage system has allowed Siemens to consolidate its service offering in one dedicated building, aiming to bring all of the company’s wind power employees together to deliver coordinated planning and execution of all UK wind farm activities. This has resulted in more coordinated planning and execution of customers’ requirements, increased customer satisfaction, potential for operational synergies across business units, and opportunities to develop additional value-added services for the UK market.

Impact #1

The deployment of Vonage Contact Center has brought numerous benefits to Siemens. It has increased productivity, enhanced the company's reputation, and reduced costs. The system has also helped Siemens achieve optimum results and safety for its clients. The flexibility of the Vonage system has allowed Siemens to consolidate its service offering in one dedicated building, aiming to bring all of the company’s wind power employees together to deliver coordinated planning and execution of all UK wind farm activities. This has resulted in more coordinated planning and execution of customers’ requirements, increased customer satisfaction, potential for operational synergies across business units, and opportunities to develop additional value-added services for the UK market.

Benefit #1	30% growth in business supported by the new call center solution
Benefit #2	24/7 call-handling needs met by Vonage Contact Center
Benefit #3	Efficient handling of calls by over 30 Siemens contact center agents located across the UK

Benefit #1

30% growth in business supported by the new call center solution

Benefit #2

24/7 call-handling needs met by Vonage Contact Center

Benefit #3

Efficient handling of calls by over 30 Siemens contact center agents located across the UK

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Overview

Siemens Employs Vonage Contact Center to Enhance Customer Service and Support Business Growth

Operational Impact

Quantitative Benefit