With 30 sites and a highly heterogeneous telecom landscape, FAMO faced the challenge of ensuring reachability and efficiency across the board. XPhone Connect unifies all systems in one solution, enables mobile working, and optimises hotline management with TeamDesk. The result: flexible communication, satisfied employees, and a customer service that connects callers quickly to the right contact.
Why FAMO chose XPhone Connect
For a wholesale company like FAMO, being reachable is a business necessity. Customer satisfaction depends on one thing above all: reaching the right contact anytime, anywhere – no matter where employees are or how complex the telecom setup may be. With XPhone Connect, FAMO found a solution that meets these requirements with confidence in a modern, flexible working environment.
The challenge: heterogeneous telecom landscape & multiple sites
As a wholesaler for electrical and sanitary products, FAMO operates with around 570 employees across 30 sites in northern and western Germany. Over the years, mergers and evolving structures have created a highly fragmented telecom environment, with different PBX systems in use at different branches. The ability to integrate all systems was a key requirement. XPhone Connect delivered: all branches and their PBXs were unified under one communication platform. No matter which system is in place at a given site – XPhone Connect integrates them seamlessly, ensuring reachability is always guaranteed.
Flexibility in the modern workplace
Beyond technical integration, flexibility was a core focus for FAMO. The way we work has changed dramatically in recent years. More employees now work remotely – from home or on the road. Especially in wholesale, where customer queries demand quick and flexible responses, a dynamic communication solution is essential. With the XPhone Connect Softphone, FAMO employees can access the phone system from anywhere and make calls under their business number. Mobility without sacrificing reachability.
Hotline management for excellent customer service
Another central topic for FAMO: hotline management. With over 233 users relying on TeamDesk, service efficiency has increased significantly. Instead of deploying a complex contact centre solution, FAMO deliberately chose TeamDesk. The reasons? It’s lightweight, intuitive for both IT administrators and end-users, and fully integrated into the XPhone Connect UC client. All communication channels – telephony, business chat, and presence – work together seamlessly.
