Konica Minolta Business Solutions
Konica Minolta Business Solutions chose Benemen solutions to enhance customer experience
Konica Minolta Business Solutions needed effective communication tools
- to increase the service quality for service calls
- to utilize IT-tools like Skype for Business better for telephony
- to enable remote working.
The Unified Communications application Skype for Business was already in use and centrally maintained in Germany. There was a need to extend the Unified Communication solution to cover the company’s entire communication solution
To ensure top quality customer service experience requirement was a customer service solution including real-time reporting to enhance the control and planning of the daily service operation and resource planning.
The Skype for Business Solution
Benemen complemented the customers’ own Skype for Business solution, deployed and maintained in their own service centers, with fixed and mobile telephony services in Finland. The mobile phone subscriptions delivered by Benemen secured the usability and make the mobile phones an integral part of the communication solution. With the solution, employees can receive service pool calls independent of their location, even, for example, during absences away from the office.
Service levels now available to customer service agents
With the rollout of the solution to the Customer Service teams, the customer service agents got real time insight in the current customer service levels and service efficiency. They can now act more efficiently and take decisions based on accurate information. The customer service agents have now full visibility of the status of other employees, so that when they for example need a specific service or expertise from a colleague they know who is available to help. Now it is easy to find the right expertise fast and customer calls can be connected without unnecessary delays.
Benefits for Konica Minolta Business Solutions
The Benemen communication solution enabled Konica Minolta Business Solutionsto leverage their existing on premise Skype for Business solution as part of a complete communication platform, connected to the fixed and mobile telephony networks in Finland including call center functionality and real time reporting. Customer Service agents can now take calls independent of their location, have real time insight in the availability of their colleagues and the Reporting Solution ensures that planning and control can be based on up-to-date information.