When Vaillant wanted to upgrade their customer service infrastructure they were looking for something that reflected their core values – NewVoiceMedia’s ContactWorld for Service used the latest technology to provide super-efficient call handling, which enabled them to deliver great customer care. Vaillant also experienced the following benefits:
- Outbound dialler delivered a 200% efficiency improvement
- ContactWorld for Service was up and running in 5 weeks
- Salesforce® Integration – Customer, contact history and call recording together with call analysis
- Flexibility – IVR menus, call overflows and disaster recovery
- Building Vaillant’s marketing effectiveness
- Call ‘whispers’ means happier more productive agents
We wanted to future-proof our contact centre and ensure continuous improvement, which we’re achieving through NewVoiceMedia’s technology. Our advisors adopted the solution easily and it has revolutionised our customer service efficiency, while improving both customer and employee satisfaction. Our contact centre in the UK recently won the Vaillant Group’s service excellence award, which was a great achievement and testament to the incredible improvements we've made since implementation.