Vaillant, one of the world’s largest heating technology manufacturers, has transformed its customer experience with NewVoiceMedia’s cloud contact centre solution ContactWorld for Service. The company, which prides itself on ‘thinking ahead’, is using the technology to successfully resolve over 600,000 inbound calls a year, while improving both customer and employee satisfaction.
Listed in Superbrands’ Top 100, Vaillant has been providing innovative heating and hot water systems for over 140 years and aims to provide the best practical solution for each customer according to their specific needs – from traditional oil and gas boilers to the latest advances in renewable technologies. With hundreds of thousands of technical and customer service queries to handle each year, it was vital that the company could offer a premium experience which reflected its core ideals.
Vaillant upgraded its inflexible on-premise contact centre technology to NewVoiceMedia’s cloud solution ContactWorld for Service, which it selected for its seamless integration with Salesforce and rich functionality. The company now benefits from immediate access to a customer’s entire history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience and enabling Vaillant to improve business processes and the performance of individual advisors.
As part of Vaillant’s strategy to ‘think ahead’, the group proactively call customers to confirm appointments. All 250,000 calls were previously made manually, with agents looking up data in Excel spreadsheets, but with ContactWorld, consultants can make calls automatically directly from within Salesforce. This has delivered a 200% efficiency improvement and dialling errors have reduced to zero.
The platform also features ‘whispers’ to announce call information and automatically presents customer information before the call starts, allowing the agent to handle the call more effectively.
Andrew Naylor, commercial manager, service, at Vaillant comments, “We wanted to future-proof our contact centre and ensure continuous improvement, which we’re achieving through NewVoiceMedia’s technology. Our advisors adopted the solution easily and it has revolutionised our customer service efficiency, while improving both customer and employee satisfaction. Our contact centre in the UK recently won the Vaillant Group’s service excellence award, which was a great achievement and testament to the incredible improvements we’ve made since implementation.
“We now plan to extend our service offering by introducing self-service options and new channels including email, SMS and webchat, which will make the company more accessible to our customers and further transform the business”.
Jonathan Gale, CEO of NewVoiceMedia, comments, “We’re delighted that Vaillant has made such considerable improvements since deploying ContactWorld. It’s great to hear how much our integration capabilities and scalable technology is helping the company deliver a completely unique, personalised customer experience to thousands of customers around the world, while also improving advisor performance. And by moving to the cloud, Vaillant benefits from complete scalability as the business grows, as new functionality and consultants can be added in minutes”.