Truma is a leading global supplier of motorhome heaters, air conditioning systems, hot water systems and much more.

 

Who is Truma?

Truma has been the world's leading manufacturer and specialist in RV accessories for over 75 years. Headquartered in Putzbrunn near Munich, Germany, Truma manufactures heating systems, air conditioning systems and products for hot water and gas supply. Truma developed the first officially approved caravan heater in 1961, making winter camping possible for the first time. Over the past 75 years, Truma has developed into an internationally successful company that is now run by the third generation of owners. The company's international success has led to international expansion, with subsidiaries in the UK, Sweden, the USA, China, and Australia. Truma now employs over 800 people worldwide. Truma is the European market leader for heaters and maneuvering systems and has received an award as one of the 100 most innovative medium-sized companies in Germany. Almost every camper in Europe has heard of Truma.

Truma – Simply Better

How does Truma's customer service team operate?

Truma is committed to providing excellent customer service. There is no external call center service provider involved; all calls are answered by Truma employees. The customer service and sales team mainly deal with external customers, so a professional contact center solution is essential. There is one service number for B2B and B2C and a separate one for French customers.

The sales team assists B2B customers in the following areas: 

• General sales questions 

• Orders

• Technical questions / support for repairs

• Warranty claims, repair requests

The customer service team assists B2C customers in the following areas:

• General service questions

• Claims / complaints

• Appointments for service technicians / Appointments for the service workshop

• Assistance with technical problems

There are significant differences between B2B and B2C, such as opening hours. Additional differences are shown in the table below:

B2B	B2C
Allocation by country code and area code	Allocation by language (English, German, French)
DTMF selection menu	No DTMF selection menu
Allocation to different groups according to task and language skills	Allocation to 1st and 2nd level, but the end customer cannot directly access the 2nd level

Finding the right solution

Truma works with many different systems and wants to 'integrate' the systems with each other to avoid double maintenance in system administration and therefore increase efficiency in the company. The systems used, such as MS Teams, PBX, etc., used to result in multiple calls because the landline phone could not recognize the "busy" status of the MS Teams session. This problem definitely needs to be solved. The new solution must guarantee status synchronization between MS Teams and the PBX. Data integration is also required since Truma has been working with Salesforce for a year now. A flexible and easy-to-manage system with a high level of performance is required. Cloud deployment is also a must, so that no additional hardware is necessary on Truma's premises.

Requirements for the project:

• The existing service number must remain the same  

• The existing service number for the French customer groups must remain the same

• Truma customers should not notice the migration to the new voice infrastructure

• The PBX must be compatible with the contact center

• The PBX and contact center must be able to handle Truma's structures and processes

• Status synchronization and integration with MS Teams

• Salesforce Integration 

• Automatic search and pop-up record in Salesforce

• Click-to-dial from Salesforce

• Salesforce information is used to influence routing

• jtel cloud deployment

Previous call center solution vs. jtel solution

Previous call center solution	Benefits with jtel from the cloud
Multiple phone channels were not integrated. This led to many problems such as multiple calls, missed calls, frustrated employees and angry customers.	jtel integrated the multiple phone channels and solved the problem. Multiple calls are no longer possible. Benefit: Employee and customer satisfaction has increased.
The previous call center solution didn't have MS Teams or Skype integration. Truma had Skype before Office 365 and the associated introduction of MS Teams.	Skype for Business has been replaced by jtel's elegant MS Teams integration. The jtel/MS Teams combination is now responsible for internal communication. Benefit: Streamlining and integrating systems.
Status synchronization between the call center solution and MS Teams / Skype was not possible.	Status synchronization between jtel and MS Teams is implemented, solving the problem of multiple calls. Benefit: Better organizational overview and routing benefits, as well as reduced training requirements
With no status synchronization, multiple calls were made and the caller did not receive a busy signal. Employees were frustrated and customers were angry.	With status synchronization, multiple calls are no longer possible. An internal busy signal is now also available for customer calls. Benefit: Employee and customer satisfaction increases.
There was no Salesforce integration - each customer had to be manually searched and accessed in the Salesforce system, increasing call duration.	jtel provides a Salesforce integration. Incoming calls are scanned in the existing Salesforce system and routed accordingly. (e.g. B2B & B2C). Click-to-dial from the Salesforce system is also available. Benefit: Dynamic data integration prevents duplicate data entries. Saves time on every phone call by automatically opening the appropriate Salesforce record. Routing benefits.
In home offices, it was not possible to transfer calls from one employee to another.	There are no restrictions on working from home with jtel. Benefit: Secure and comfortable working from home.
There was no way of routing through to the 2nd level. In order to reach a 2nd level agent, you always had to check which agent was free and it could take several attempts to connect.	In the jtel solution, a separate 2nd level group was created and integrated into the routing application. Benefit: Routing benefits - the free agent is allocated the call, and a fairer distribution takes place.
Outgoing calls were not documented	Outgoing calls are documented in the jtel system and can be analyzed through reports. Benefit: Truma is able to analyze and evaluate the volume of calls in the customer service center and adjust its staff planning accordingly.

Quote

"In summary, the jtel integration gives us an instant overview of all relevant customer information in Salesforce. This increases our efficiency, especially in the service area. In addition, the integration of jtel and Microsoft Teams allows internal employees to see whether colleagues from Sales & Service are available by phone."

• Director of International Sales & Service

Benefits with jtel

Cloud deployment

Truma doesn't need any additional hardware on premise and always has the latest version of the portal, including a full home office workstation without restrictions. Fast user acceptance and low/easy training.

Salesforce integration

Dynamic data integration prevents duplicate data entries. Saves time on every phone call by automatically opening the appropriate Salesforce record. Routing benefits. (B2B & B2C) Click-to-dial from Salesforce.

MS Teams integration

Status synchronization - multiple calls are no longer possible. Streamlining and integrating systems - Skype for Business was replaced. The jtel/MS Teams combination is now responsible for internal communication.

Graphic routing application & flexible administration

In the graphic routing application, Truma is able to make call flow adjustments independently. Completely autonomous, independent configuration and customization of call routings and announcements. User-friendly.

Compatibility with the PBX

Full compatibility with the innovaphone PBX including status synchronization.

Analysis / Reporting

Statistics and insights for continuous optimization and real-time reporting for direct control.