Scaling personal service: How Credaris optimized its credit advisory via Microsoft Teams
Credaris is an independent credit service provider that offers its customers easy and secure access to credit. With a focus on efficient and personalized customer service, Credaris is dedicated to quickly connecting customers with experienced advisors.
Telephony plays a central role, with a high volume of calls handled daily. Therefore, a telephony solution was needed that could also cover complex customer processes. After an extensive evaluation, Credaris chose Skype for Business and LUCS.
From Skype for Business to Luware Nimbus: A seamless migration to the cloud
But when Microsoft announced the end of Skype for Business, Credaris migrated to Microsoft Teams and the extended contact center solution Luware Nimbus.
Intelligent routing: Connecting customers to personal advisors in real-time
“With Luware Nimbus' intelligent routing and integration capabilities, we can quickly and efficiently connect customers with the right agent,” says Markus Sonderegger, Head of Digitization and Business Transformation at Credaris. Sonderegger adds, “With Luware Nimbus, Microsoft Teams has been seamlessly integrated with the CRM system to quickly identify callers. Using availability-based routing, customers can now be connected to one of their two personal advisors, provided they are available. For customers who are not yet registered in the system, parameter- and skill-based routing enables targeted routing to the appropriate consultant. This ensures the personal and efficient service for which Credaris is known.”
Credaris also implemented Luware Recording to record all phone calls, which are used for internal quality and training purposes. In addition, Luware Nimbus Reporting supports Credaris' compliance requirements. Thanks to the OData API, Credaris was also able to feed all contact center data into its existing data warehouse in the new system.
Credaris is pursuing a cloud-first strategy, and the benefits of the software-as-a-service solution are obvious. Markus Sonderegger, Head of Digitization and Business Transformation at Credaris, points out, “We no longer have to worry about the stability and infrastructure of the contact center. We are very satisfied with the solution and especially appreciate the personal commitment of Luware employees to provide us with effective and customized solutions and to respond to feature requests.”
