Business Case

BPO with Contact Center - Service Desk Integration: Kuck + Schmidt

About the company

The contact center at Kuck + Schmidt (K&S) works mainly with inbound calls and manages around 260 projects. Originally, different solutions that were not integrated with each other were used for the contact center and for implementing the multi-level processes. K&S tasks are implemented in multi-stage processes that require not only the use of a contact center with advanced functionality, but also the application of help desk tools integrated into the workstations of contact center employees and capable of handling requests in real time.

Problem

The use of obsolete solutions with Lack of integration, insufficient process automation and low system stability prevented Kuck + Schmidt from scaling and taking on more projects.

The requirements goods

01 Within a very short time, the functionality for the support of many projects had to be transferred to the SoftBCom Contact Center system. This involved solving process management challenges for call distribution, skills management, access management, creation of the required agent scripts, and integration with the previously used management system for multi-level processes. Particular attention was paid to comprehensive reports that allow in-depth analysis of contact center activities and monitor efficiency and the volume of services provided.
 
02 Working with tickets in the helpdesk system and processing customer inquiries had to be enabled in a uniform interface. In the process, these requests can arrive at the contact center via different channels (voice or text).
 
03 Many heterogeneous and multi-level processes typical of customer service systems had to be reduced to a set of typical ticket creation processes in a helpdesk.
 
04 The integrated interface had to combine maximum ease of use with a high degree of automation of employee actions. The requirements included the principle of a single input, support for mass actions, text templates for feedback, and an ergonomic display of all processed data and control elements.
 
05 Secure data handling had to be ensured and data leaks, misuse and other potential violations of laws governing the handling of personal and business data had to be eliminated.
 
06 High system availability with support for 24/7 operation had to be guaranteed.

Solution

SoftBCom Contact Center and SoftBCom Service Desk (installed in a private cloud) were used as a system for omni-channel customer communication and a help desk system, respectively. Both have the necessary integration mechanisms and compatible interfaces. An integrated universal agent GUI has been developed. It can be used in a variety of customer service projects that require multi-level processing. In the integrated processing system for customer inquiries, all new communications via any channel related to a specific inquiry are automatically included in the context of that inquiry. This can significantly increase the efficiency of processing. Outgoing messages to the customer are created automatically or semi-automatically.

Implementation specifics

When accepting the request, the agent works with the Softphone functionality of SoftBCom CC. This includes the acceptance of calls and messages via digital channels as well as scripts. Thereby, the creation and further processing of the ticket is done according to the rules of the helpdesk, and in the same agent interface.

Agents working in first-level support can transfer the current call along with the context (including ticket content) to second-level support (or an expert).

All this happens in a single window. A log is kept of all incoming requests across all channels - regardless of whether a ticket was created or the customer was helped directly.

When the ticket is done, customer feedback is automatically generated, which can be done either by an agent or automatically through digital channels.
“Over the past 22 years, we have already worked with a number of contact center solution providers, including global players. Especially with the latter, the support leaves a lot to be desired: expensive hourly rates, eternally long response times, and when you're in need, you're left out in the cold. So far, our experience with SoftBcom has been nothing but good. The omnichannel solution and the service desk ticket system run very stable, the support is competent and fast. Thanks for that!”
Jörn Schmidt
Kuck & Schmidt

Project results

01 K&S did not reduce its service during the pandemic; in fact, it increased it significantly.
 
02 It is now possible to efficiently deploy agents to multiple projects without lengthy retraining and increase their productivity.
 
03 A system has been implemented that enables monitoring of service quality.
 
04 The company can now expand the range of services offered and increase the number of projects without losing service quality.

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