Small and Medium Business Success Story | Duscholux

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Duscholux

Duscholux improves customer service with OpenScape Business

Duscholux has been creating conventional shower enclosures for the European market since the 1960s. It started with a foldable bath screen that has since developed into an extensive product range consisting of design services and a variety of luxury shower and bathroom solutions. A combination of market focus, advanced products, and attention to excellence in customer service strengthen Duscholux in its intention to remain a leader in its industry. Customer service has the highest priority of all which is why they selected OpenScape Business by Unify as their communications solution.

Task

Duscholux has always strived to maintain their distinct and first rate reputation by providing the very highest customer support – a customer must be able to contact a competent partner at any time. Modern performance parameters for the company’s in-house contact center were very important for the selection of a new communications solution.

Besides modern and progressive user interfaces, the new solution should be easy to use and optimize their customer service. A simple and intuitive user interface should keep the training period for employees down to a minimum.

Solution

Duscholux’s decision to select OpenScape Business was because the solution offered all of the desired functionalities and its cost effective price-performance ratio. The desired functionality included the myPortal Smart application, which makes it easy for Duscholux employees to access all their communications functions from their desktops.

Features such as presence status announcements, favorite lists, managed conferences, phone book, instant messaging, click-to-dial conferencing, voicemail and call journals are essential to their productivity and ability to collaborate more efficiently. In addition, the contact center client myAgent, provides customer service teams with key contact center functionality including user-friendly usage reporting for capacity and operational planning.

Benefits

The accessibility and capacity of the Duscholux customer service contact center were improved through the OpenScape Business application, and the solution’s ease of use meant that employees were trained and on-boarded in a very short period of time.

Distribution and customer service teams can better manage absences, coordinate external meetings, and keep everyone informed of their availability at any time. The MyPortal app enables mobile employees to use their smart phones to update their availability status, see their colleagues’ availability, and listen to voice mails from anywhere.

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