At CARBO Kohlensäurewerke GmbH, one in four calls used to be lost. The order hotline could no longer cope. That changed when the company switched to the hotline management system of XPhone Connect.
“We significantly increased our customer base over the years,” recalls Christian Dreeser, IT Manager at CARBO Kohlensäure GmbH. “What was a huge success for the company became a real burden for our order processing: one in four calls was lost. The telephone-based ordering system in its old setup was no longer manageable.”
Traditional call centre solutions were evaluated, but they turned out to be too expensive, oversized, and difficult to integrate. CARBO opted instead for TeamDesk hotline management, part of the UC solution XPhone Connect. Telephony, chat, screen sharing, and hotline – all managed in a single client.
A major advantage: hotlines now work seamlessly across multiple sites. By integrating Telekom Cloud-PBX and Unify systems, XPhone made it possible to set up hotlines across all 14 locations.
CARBO also introduced the Softphone in the XPhone Mobile App to eliminate all DECT phones. Today, employees communicate flexibly across the factory premises via Wi-Fi or mobile network.
“In terms of reachability, the call center tool TeamDesk was a real game changer. We no longer lose calls. Hotlines and internal communication now run 100% smoothly – even when working from home.”
