Success Story Selecta AG
“Our customers benefit from shorter waiting times and intuitive navigation.”
Helen Hugi
Project Manager Digitalisation
The story in brief:
As the Swiss market leader for vending machines and coffee services, Selecta makes every break an enjoyable experience. To ensure it stays on the right track, the company is improving its customer service, with help in the background from robust ICT infrastructure and state-of-the-art communication systems from Swisscom and Cisco.
Challenge
Selecta had already been using a Managed Unified Communication & Collaboration (UCC) solution from Swisscom and Cisco for several years when an update to the latest version became available. The company’s communication solution needed to meet high standards, as Helen Hugi, Digitalisation Project Manager at Selecta, explains: “Our Customer Care Centre receives around 350 calls from our customers every day and has to forward them efficiently to the relevant service departments. As well as hunt groups, we need automatic call forwarding so not a single call is missed. With more people working from home, it’s important that our staff can also use the communication tools without any problems at home.”
Selecta AG
- Branch: services
- Headquarters: Kirchberg
- Locations: 10
- Employees: approx. 850
- Sales outlets: approx. 28,000
- Customers: up to 1 million per day
The project with Swisscom
- Integration and orchestration of the UCC solution in the overall ICT system
- Replacement of all desk telephones
- Same infrastructure in business offices as in home offices
Solution
The new Cisco UCC-Generation includes Jabber as well as the WDE (Workspace Desktop Edition) – provided from the Swisscom Data Centre. In next to no time, Swisscom experts integrated and organised the solution as part of Selecta’s all-in-one ICT system – without operations being affected.
«The softphones and the Jabber smartphone client have replaced desk telephones, which is a giant step forward.»
According to Helen Hugi, the new Managed UCC offers huge advantages: “The softphones and the Jabber smartphone client have replaced desk telephones, which is a giant step forward. We can work anywhere, including at home, as if we were in the office. Now we can create hunt groups quickly ourselves and we’ve become much more agile. Our customers benefit from shorter waiting times and intuitive navigation.”
Benefits for Selecta AG
Shorter telephone waiting times
More efficient customer communication
Same infrastructure for everyone, whether in the office or at home