WR-Gruppe (WR) is a leading provider of service and support for products such as skylights, bathroom fittings and much more. Active throughout the DACH region, WRK also operates in Benelux, offering both technical support for solutions from different manufacturers, as well as acting as an outsourced customer service partner for others. The group also includes the well-known TLS-Dachfenster, which specialises in roof windows and is known for its expertise.
The technicians provide support for a range of products, while WR also provides logistics, sales and spare parts. As such, it has to meet a wide variety of different kinds of customer enquiries, and ensure that all calls are handled by the right people, at the right time.
In this environment, there’s continuous pressure to optimise service delivery. But, to achieve this, the contact center software has to be sufficiently flexible to enable WR’s administrators to make changes. However, the team was not able to make changes at the pace they need, because they were dependent on the original supplier of their call centre solution – and changes incurred charges.
WR has to be able to handle a variety of different types of customer enquiries so that calls can be handled as quickly as possible and in the best possible way.
In addition to numerous other requirements, the new solution had to be compatible with a new IP PBX solution from the provider Innovaphone, which was to be introduced at the same time.
jtel was able to meet WR's requirements. Their contact centre solution offers multi-channel call handling, distribution and queuing capabilities, as well as a user-friendly interface that puts administrative control in the hands of the user. This allows you to design your own routing logic and make quick adjustments on the fly.