Vaillant is Always in hot water (Thanks to Vonage)
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Vonage Contact Center for Salesforce
Tech Stack
- Salesforce CRM
- Vonage's outbound dialer
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Electronics
Services
- System Integration
About The Customer
The Vaillant Group is a renowned company that has been providing efficient, innovative, and environmentally friendly heating and hot water systems for over 140 years. The company is known for its forward-thinking approach, which includes expertise in the latest renewable technologies. Vaillant sells over 400,000 boilers a year in the U.K. and is listed on the Superbrands Top 100. Premium customer service is core to the Vaillant offering and with over 600,000 inbound calls annually dealing with technical and customer service queries, the company needed a robust and efficient call handling system.
The Challenge
Vaillant Group, a leading provider of heating and hot water systems, was facing several challenges with its existing call handling system. The company, which receives over 600,000 inbound calls annually, was dealing with limited inbound trunk capacity, poor integration with Salesforce, limited call recording storage, and manual outbound calling. These issues were affecting the efficiency of their 122-seat contact center and the quality of their customer service. Vaillant needed a solution that could improve their call handling system and integrate seamlessly with their existing Salesforce CRM.
The Solution
Vaillant turned to Vonage for a solution to their call handling challenges. Vonage implemented their Contact Center for Salesforce in Vaillant's operations. This solution links inbound and outbound calls directly to the CRM database, providing agents with all relevant information and greatly improving the customer experience. The solution also includes unlimited call recording capacity, linking each call to the customer record for compliance, training, and dispute resolution. Additionally, the solution features call whispers, which alert agents to the purpose of the call before the customer comes on the line. The system is easy to operate and allows Vaillant to make system changes without relying on expensive consultants or vendors. The implementation of Vonage’s outbound dialer has also boosted efficiency by automating the process of placing 250,000 customer calls to confirm appointments.
Operational Impact
Quantitative Benefit
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