“Lower costs, greater flexibility, better service – XPhone is a win for us in every respect.”
As a logistics provider for pan-European truck transport, Tirolia Spedition stands for speed and reliability. To deliver the level of service their customers expect, the company relies on a modern communications solution and a highly flexible IT infrastructure.
“Our employees access a terminal server via the All-in-One Client,” explains Managing Director Michael Lukasser. “This setup guarantees maximum operational security and flexibility with minimal maintenance.”
Early adopters of Softphone
To fully unlock this flexibility, one crucial component was missing: “We had been looking for a softphone that would fit seamlessly with our infrastructure,” recalls Lukasser. “When we heard that C4B was launching one, we didn’t hesitate.”
As an XPhone customer since 2000, Tirolia was also among the first to roll out the Softphone. Hardware phones have been history ever since. Today, the company’s 70 employees rely exclusively on the Softphone, with the PBX serving only as a gateway.
The call volume is huge: “Our 60-strong service team alone handles 4,000–5,000 calls every single day, totalling around 100 hours of talk time.”
Total flexibility in day-to-day operations
For Lukasser, the advantages are obvious: “We save costs on telephony hardware, and above all we benefit from complete flexibility in our workflows.
Every employee can literally work from anywhere. They always have access to all contacts, all data and all functions. For customers, it makes no difference whether the employee is in the office or working from home.”
Integrated dashboards for better service
To further optimise customer service and streamline processes, Tirolia makes use of another XPhone feature: the Dashboard. Through its directory service, XPhone Connect is directly linked to Tirolia’s logistics solution – the heart of the company’s IT.
During every call, key customer data is displayed in real time: not just the customer category and ID, but also whether they are already using Tirolia’s online service. If needed, login details can be provided immediately.
“Lower costs, greater flexibility, better service – XPhone is a win for us in every respect.”
