VIER engage makes work easier

Austrian service provider on market Service is the service partner of a well-known tobacco wholesaler, providing order entry for all licensed tobacco shops and outlets in Austria, as well as technical support for products such as IQOS, among other things. "We were working with a physical telephone system until 2019 and wanted to replace it with a state-of-the-art system," explains Robert Prosser, authorised signatory and technical manager at on market Service. It was particularly important for the company to find a solution that allows for easy self-administration, is very flexible and can be integrated with the existing CRM. "We also needed an extensible solution and the ability to work from home," adds Prosser. The choice fell on VIER engage's cloud-based omnichannel solution, which was launched in December 2019.

Every month, the 20 employees of on market Service handle around 6,200 inbound enquiries with VIER engage and also make 12,000 outbound calls. Using a raw data interface and automated ACD reports, via which all data is transmitted daily, the company is able to keep a constant eye on the team's service performance. "The data is stored in the Data Ware House and internal reports are used to evaluate it," Robert Prosser explains the procedure. "Some reports, such as the attendance of the agents, are sent to the responsible colleagues daily by e-mail. The control module for the supervisor also provides a good overview of the current status of the call centre and makes work much easier!"

To determine customer satisfaction, on market Service also uses the customer survey tool VIER Voice of the Customer. "Customers can give a rating once every ten weeks after the call," Prosser outlines the procedure. "Here the caller can rate the service from 1 (dissatisfied) to 5 (very satisfied). 94 per cent of the ratings are 4 or 5!"

"VIER engage is very flexible and easy to manage. Through self-administration, we can react very quickly to changes," reports Robert Prosser. Routing is based on recognised customer data: "If the customer's phone number is recognised, special routing decisions can be made," says Prosser. "VIER also supports us with requirements that are not in the standard catalogue." The benefit is noticeable and verifiable: "Twice a year, our client conducts an NPS (Net Promoter Score) survey – and here we achieve an excellent value of 72!"