CREALOGIX: How Microsoft Teams becomes great for customer service
CREALOGIX, a replacement of the existing communication platform Microsoft Skype for Business was on the agenda. The idea was to migrate to Microsoft Teams in order to optimize customer interaction and create a more secure way of communication overall.
CREALOGIX a Swiss Fintech Top 100 company with more than 550 corporate and several 100,000 private customers worldwide, is one of the market leaders in digital banking. The company develops and implements innovative software for the banking of the future.
CREALOGIX’s customer service relies on Interactive Voice Response (IVR), which enables announcements, selection menus and independent configuration by employees. The possibility to map for CREALOGIX specific call distributions and to create a comprehensive reporting of all incoming calls, in order to continuously improve quality, are among the requirements of CREALOGIX.
Automatic call forwarding with comprehensive reporting
These requirements are met by Luware’s cloud service Stratus Team, which can be seamlessly integrated in Microsoft Teams and deployed at the enterprise. Stratus Team is an intelligent solution for automatic call forwarding to responsible departments. It enhances Microsoft Teams with features such as IVR/ICR, routing based on presence status information, easy opening hours management and comprehensive reporting.
“It was remarkable how quickly and easily Luware Stratus Team could be configured to meet our needs. After a short test phase on our specific announcements and caller distribution, we were able to manage the solution independently. This increases our convenience,” explains Stefanie Hürlimann, Teamlead Customer Care at CREALOGIX.
In just seven days to start of production
Depending on their area of expertise and language skills, CREALOGIX assigns its employees to twelve virtual teams to which customer calls are routed. Currently, ten employees answer up to 150 customer calls every day. Despite the high implementation requirements, it was possible to demonstrate that the cloud service Luware Stratus Team could be put to productive use within a short time frame. There were just seven days between the first contact with CREALOGIX and the start of production.