The majority of customers of the Würth Group still prefer contacting them via telephone. Internally, the telephone solution has already been converted to Microsoft Skype for Business, which is why a solution for the Contact Center of Würth was sought after based on Microsoft Unified Communications. Requirements, such as ease of use for employees and native integration, had to be taken into consideration.
The Würth Group is the world market leader in its core business of trading in assembly and fastening materials. It currently consists of over 400 companies in more than 80 countries and employs around 70,000 people. Of these, about half are permanently employed external sales agents. In the financial year of 2016 the Würth Group generated sales of 11.8 billion euros. In the core business of Würth, the sales program for craft and industrial companies comprises more than 125,000 products. From screws, screw accessories, dowels and tools over to chemical-technical products and worker safety. Allied Companies – Group companies – which border on the core business or process diversified business areas – supplement the offer with products for DIY stores, electrical installation materials, electronic components (eg. printed circuit boards) as well as financial services.
Today, Würth has already got over three million trusting customers worldwide. Behind the long-standing success of the Würth Group are the employees and a very special corporate philosophy. Würth is a family business founded in 1945 by Adolf Würth. Today’s Foundation Supervisory Board Chairman of the Group, Prof. Dr. med. H. c. mult. Reinhold Würth, took over and started growing the company at the age of 19 after the death of his father. Starting in the years of post-war reconstruction he expanded a then two-man operation to a global trading company.
Together with an external consultant, several manufacturers were considered. The native deployment, as well as the user-friendly operation for the agents, convinced the Würth Group of the Luware products. Within a short time period, a pilot for the first department was set up. “Luware’s products enable the international provision of contact center functions at multiple locations with a single, cross-functional software,” explains Bero Acker, Teamleader Unified Communications at Würth IT GmbH.
The specific challenge of the adaptation of the agents to the newly chosen solution is worth mentioning. Considering that employee satisfaction in the contact center correlates significantly with customer satisfaction, adaptation was the top priority. Thanks to frequent on-site support from Luware and many flexible adjustments during the pilot phase, this was successfully established. This input led to various product adjustments, which now also benefits other customers. Bero Acker: “It quickly became evident to the employees that the very minimalistic and simple operation in the Skype for Business Client brings only advantages in serving the customers because it no longer requires inconvenient agent monitors or further, separate applications.”
After the pilot phase, the solution was extended to other departments. The Würth Group now uses the Luware solution LUCS for nearly 650 agents. Further site changes are planned and can be planned and carried out by the Würth IT specialists independently. Thanks to the graphic, clear and easy-to-use configuration of the workflows via drag & drop, the Würth IT team is able to set up, adapt or re-set all workflows by themselves. “As an internal service provider, you depend on a solution that can be rolled out internationally. The scalability and ease-of-use of LUCS fully meets our needs and expectations,” states Bero Acker.
Meanwhile, the RTC Launcher completes the service. The integration of Web chat in the e-shop can be operated by the agents via the Skype for Business Client and ensures increased accessibility and an even better service.