Vonage Case Studies Vaillant is Always in hot water (Thanks to Vonage)

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	Vaillant is Always in hot water (Thanks to Vonage) Vonage

Vaillant is Always in hot water (Thanks to Vonage)

Vonage

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Electronics
Services	System Integration
Challenge	Vaillant Group, a leading provider of heating and hot water systems, was facing several challenges with its existing call handling system. The company, which receives over 600,000 inbound calls annually, was dealing with limited inbound trunk capacity, poor integration with Salesforce, limited call recording storage, and manual outbound calling. These issues were affecting the efficiency of their 122-seat contact center and the quality of their customer service. Vaillant needed a solution that could improve their call handling system and integrate seamlessly with their existing Salesforce CRM. Read More
About Customer	The Vaillant Group is a renowned company that has been providing efficient, innovative, and environmentally friendly heating and hot water systems for over 140 years. The company is known for its forward-thinking approach, which includes expertise in the latest renewable technologies. Vaillant sells over 400,000 boilers a year in the U.K. and is listed on the Superbrands Top 100. Premium customer service is core to the Vaillant offering and with over 600,000 inbound calls annually dealing with technical and customer service queries, the company needed a robust and efficient call handling system. Read More
Solution	Vaillant turned to Vonage for a solution to their call handling challenges. Vonage implemented their Contact Center for Salesforce in Vaillant's operations. This solution links inbound and outbound calls directly to the CRM database, providing agents with all relevant information and greatly improving the customer experience. The solution also includes unlimited call recording capacity, linking each call to the customer record for compliance, training, and dispute resolution. Additionally, the solution features call whispers, which alert agents to the purpose of the call before the customer comes on the line. The system is easy to operate and allows Vaillant to make system changes without relying on expensive consultants or vendors. The implementation of Vonage’s outbound dialer has also boosted efficiency by automating the process of placing 250,000 customer calls to confirm appointments. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Electronics

Services

System Integration

Challenge

Vaillant Group, a leading provider of heating and hot water systems, was facing several challenges with its existing call handling system. The company, which receives over 600,000 inbound calls annually, was dealing with limited inbound trunk capacity, poor integration with Salesforce, limited call recording storage, and manual outbound calling. These issues were affecting the efficiency of their 122-seat contact center and the quality of their customer service. Vaillant needed a solution that could improve their call handling system and integrate seamlessly with their existing Salesforce CRM.

About Customer

The Vaillant Group is a renowned company that has been providing efficient, innovative, and environmentally friendly heating and hot water systems for over 140 years. The company is known for its forward-thinking approach, which includes expertise in the latest renewable technologies. Vaillant sells over 400,000 boilers a year in the U.K. and is listed on the Superbrands Top 100. Premium customer service is core to the Vaillant offering and with over 600,000 inbound calls annually dealing with technical and customer service queries, the company needed a robust and efficient call handling system.

Solution

Vaillant turned to Vonage for a solution to their call handling challenges. Vonage implemented their Contact Center for Salesforce in Vaillant's operations. This solution links inbound and outbound calls directly to the CRM database, providing agents with all relevant information and greatly improving the customer experience. The solution also includes unlimited call recording capacity, linking each call to the customer record for compliance, training, and dispute resolution. Additionally, the solution features call whispers, which alert agents to the purpose of the call before the customer comes on the line. The system is easy to operate and allows Vaillant to make system changes without relying on expensive consultants or vendors. The implementation of Vonage’s outbound dialer has also boosted efficiency by automating the process of placing 250,000 customer calls to confirm appointments.

Impact #1	The implementation of Vonage's solution went smoothly, with no expensive integration required.
Impact #2	The solution now links inbound and outbound calls directly to the CRM database, providing agents with all relevant information and greatly improving the customer experience.
Impact #3	The new contact center solution is incredibly easy to operate, allowing Vaillant to make system changes without relying on expensive consultants or vendors.

Impact #1

The implementation of Vonage's solution went smoothly, with no expensive integration required.

Impact #2

The solution now links inbound and outbound calls directly to the CRM database, providing agents with all relevant information and greatly improving the customer experience.

Impact #3

The new contact center solution is incredibly easy to operate, allowing Vaillant to make system changes without relying on expensive consultants or vendors.

Benefit #1	The implementation of Vonage's solution was completed in just five weeks.
Benefit #2	The outbound dialer delivered a 200 percent efficiency boost by automating the process of placing 250,000 customer calls to confirm appointments.

Benefit #1

The implementation of Vonage's solution was completed in just five weeks.

Benefit #2

The outbound dialer delivered a 200 percent efficiency boost by automating the process of placing 250,000 customer calls to confirm appointments.

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Overview

Vaillant is Always in hot water (Thanks to Vonage)

Operational Impact

Quantitative Benefit