Griesser AGNew contact centre solution opens the doors to customers

«Automatically good», a phrase that characterises the quality of Griesser AG’s blinds and roller shutters, should also apply to contact with customers. For this reason, the Swiss market leader went looking for a new solution for its contact centre – and found what it wanted with Swisscom.

The blind-fitting service provided by Griesser is distributed across 16 different locations in Switzerland. Up until 2006, each location had its own telephone contact point. The need for a modern new system was fuelled by uneven workloads for hotline employees, the fact that many customer calls were missed and the desire to streamline service processes.

Thanks to its new managed contact centre, Griesser can now concentrate entirely on its core business. After all, Swisscom takes care of system configuration and operation and carries out regular updates. This also means that Griesser does not need to invest in contact centre infrastructure. The positive changes compared to before are directly noticeable for customers, too, as the average missed call rate has fallen from 17% to 4%. At the same time, Griesser now benefits from improved capacity usage, more precise planning and accelerated processes.

«Thanks to Swisscom’s Managed Contact Centre Service, customers can reach us more easily and our service processes have become more efficient.» Daniel Jacob, Head of the Swiss Market Organisation and member of the Executive Board at Griesser AG

Documentation

Success Story PDF, 346 kB

This customer uses the following products successfully:

Call Center (Voice)

Call center solutions (telephony only) for end-to-end customer support and retention, intelligent call distribution, versatile reporting, additional functions and flexible, extendable solutions.

Contact Center (Multichannel)

Contact center solutions for end-to-end customer support and retention. Integration of business applications and all communication channels, several additional functions, extendable solutions.

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