Dipl. Ing. Fust AG is the leading supplier of electrical household appliances, multimedia, kitchen and bathroom. The nationwide service organization offers comprehensive services regarding their products, such as home delivery, installation and repair. Fust gladly helps with questions and problems – in German, French and Italian. This is enabled by Contact Center agents and back office staff at various locations.
In the past: Location-based routing
Customer calls were forwarded to the responsible employees via a traditional telephone system depending on the location. The multi-linguistics of Switzerland and the wide range of services offered by Fust posed a challenge to this setup. Furthermore, VOIP and mobile telephony decreased the effectiveness of location-based routing, because the area code is no longer unambiguous.
Company-wide use of Skype for Business
Fust decided to replace their telephone system and use Skype for Business across the company. Luware’s partner Baggenstos supported Fust during this transition: the service provider set up the necessary infrastructure and installed Skype for Business on the Fust servers. Fust now uses Skype for Business throughout the company – from Contact Center agent to back office employee.
Today: Skill-based routing
With Luware’s Contact Center solution LUCS, the call forwarding in Skype for Business has been fundamentally redesigned. Fust assigns skills to each employee, e.g. Italian, French, German – but also topics such as disposition, installation, online shop, repairs, order processing, branch service as well as internal IT support. In addition, expertise can be assigned for each skill, e.g. basic knowledge, advanced knowledge and expert. New employees work productively for a selected subject area after a short introductory period and later expand their knowledge. In addition to skills and expertise, responsibilities are also defined directly via LUCS.