WS Weinmann & Schanz GmbH is a specialist wholesaler of heating, sanitary and climate control goods. Based in Balingen, Germany, and with more than 30 years of experience, Weinmann & Schanz understands the value of service and what it takes to ensure consistent performance. It has a catalogue of more than 70,000 products and ensures that more than 98% are available, in stock and ready for next-day delivery to its more than 50,000 customers around Europe, giving them what they need, when they want it.

As can be imagined, ensuring that orders and dispatches are co-ordinated to achieve this level of service, consistently and across multiple product lines, is a complex challenge. Weinmann & Schanz receives more than 3000 calls each day and has a call center with 115 agents, so having the right infrastructure to support its operations is essential.

However, the existing call center and ACD had to be modernised to hold on to the high-levels of customer service for which Weinmann & Schanz is renowned.

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