Case Study: Heating Manufacturer Warms up Customer Experience

Vaillant has improved its customer experience with help from NewVoiceMedia’s cloud technology.

The solution

The heating technology manufacturer is using ContactWorld for Service to resolve over 600,000 inbound calls a year, while improving both customer and employee satisfaction.

The company can now access a customer’s history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience.

It also enables them to improve business processes and the performance of individual advisors.

The benefits

As part of the company’s strategy to ‘think ahead’, they proactively call customers to confirm appointments. All 250,000 calls were previously made manually, with agents looking up data in Excel spreadsheets.

With ContactWorld, consultants can make calls automatically directly from within Salesforce. This has delivered a 200% efficiency improvement and dialling errors have reduced to zero.

The platform also features ‘whispers’ to announce call information and automatically presents customer information before the call starts, allowing the agent to handle the call more effectively.

“We’re delighted that Vaillant has made such considerable improvements since deploying ContactWorld,” said Jonathan Gale, CEO of NewVoiceMedia. “It’s great to hear how much our integration capabilities and scalable technology is helping the company deliver a personalised customer experience to thousands of customers around the world, while also improving advisor performance.”

“Our advisors adopted the solution easily and it has revolutionised our customer service efficiency, while improving both customer and employee satisfaction,” said Andrew Naylor at Vaillant.

For more information about NewVoiceMedia, visit their website.