Customer service upgrade for intralogistics specialist TGW Logistics Group

Challenge

As a leading company for intralogistics systems, the TGW Group was faced with the challenge of growing customer requirements in support and maintaining a high level of customer satisfaction. The company wanted to implement a scalable solution due to a sharp increase in call volumes, insufficient capacity for call peaks and technical difficulties in operation.

Benefit

• Increased productivity : Agents, supervisors and administrators can now respond better to customer requests with an intuitive all-in-one user interface.
• Flexibility: TGW Logistics Group can add new customer service channels in a very short time.
• Cost benefit: Full integration of the solution eliminates costly development, integration and ongoing support services.

Solution

Based on a low-maintenance SaaS solution from the Genesys Cloud, the requirements for a high-performance customer experience solution were determined with the project team and selected contact center agents during a design phase. Based on this, a contact center solution was built that assigns contacting customers to the contact center agents. On the one hand, this assignment is based on the status of ticket processing in the CRM system. On the other hand, skill-based routing is used. This allows the contact persons to be identified in advance and relevant information to be provided in order to connect them with the right employee with the appropriate skills – which has a positive effect on customer service.