Zimmer Schweiz GmbH, based in Münsingen, has the central task of punctually and reliably delivering joint implants and surgical instruments to operating theatres throughout Switzerland. It is obvious that this service needs a strong organisational backbone. The new telephony solution has helped Zimmer to make operating processes more efficient and to provide its customers, primarily orthopaedic and accident surgeons, with an even better service than before.

The orthopaedic company’s fifty-odd employees were often confronted with obstacles when using the existing private branch exchange. The delays often experienced by customers were not having a positive effect on business. The aim of a new call centre was to resolve these issues, and also to implement additional functions to help optimise business processes.

The solution installed by Swisscom for Zimmer has left managers highly impressed. Thanks to the new call centre, customers are now served faster and more precisely. The company additionally benefits from the practical “plug and play” principle for VoIP telephony, and is also able to spread incoming calls more evenly between employees, thanks to the system’s comprehensive analysis functions.