Viollier AGImproved service quality on the phone
The around 600 employees at Viollier AG perform sophisticated laboratory services for their customers. Doctors, patients, hospitals and laboratories rely on the precision of one of Switzerland's largest private laboratories. Viollier increases customer satisfaction with efficient service processes. Managed Contact Center Services by Swisscom make an important contribution.
Viollier wants to provide its customers with perfect service on the phone, too. Previously, the situation was often unsatisfactory – when calls came in, employees had no information about the caller and calls had to be forwarded at peak times. Viollier wanted to increase their service quality on the phone with a new call center.
Now, the call center agents handle 70 percent of Viollier's calls directly. Managed Call Center Services aids with the optimal utilisation of agents and automatically routes calls to the right contact partner. Thanks to the integration of telephony into SAP CRM, the agents have access to customer-specific data as soon as a call comes in. Swisscom operates the modern communication system – at a fixed monthly price.
«The hired solution is exactly right for us. Swisscom always offers us the latest technology»
Lisa Martin, Call Center Manager at Viollier AG.