Business Case

Managed Outbound for effective B2B sales in Schmitz Cargobull

About the company

Schmitz Cargobull is the market leading manufacturer of truck trailers in Europe. The company employs over 6,000 people and has production facilities and representatives in Germany and other countries. In addition to the common general cargo trailers, the company also produces transport refrigeration machines, tippers, container chassis, swap systems and a range of other systems for transporting a wide variety of goods. As the undisputed leader in the industry, the company places great emphasis on innovations, such as intelligent vehicle dispatching, automatic technical condition monitoring and other new developments that improve the efficiency and safety of transport systems. These solutions, together with the control of CO2 emissions, also help to reduce the environmental impact of transportation.

Problem

Schmitz Cargobull's previous distribution system had a number of efficiency limitations, which could not be resolved by individual improvements. These limitations included, for example, the client's desktop implementation, cumbersome administration, low reliability, lack of flexibility, a variety of different phone providers for different countries, a lack of end-to-end representation of customers across multiple campaigns, and many other issues. In addition, analyzing the performance of each business unit was complicated by the difficulty of transferring the information to an external analysis system.

The requirements goods

01 Implementation of a new centralized sales system with qualified sales agents, and in doing so:
the new system should be implemented with a centralized architecture in which management and reporting would be accessible from a single point; the system should not rely on the installation of client software at the agents' workstations - so it should work entirely via web access; the system should support working with customers in different countries via a single telephone provider, using local telephone numbers in each case; the system should support a distributed organizational structure for the contact center; the system should have a flexible architecture that would allow the integration of different functions, such as new communication channels, without requiring major restructuring or changes.
 
02 All the positive features of the previous system should be retained.

Solution

Implementation of the SoftBCom Managed Outbound system for the management of the contact center. Thanks to the flexible configuration options and the open adaptability of the system, all important characteristics of the legacy system could be adopted, including the structure of the agent workstation and the most important visual components. This allowed for an almost seamless transition to the new system. Other features of the deployed system:
The ability to show an agent, in preview mode and in a single window, all the information he or she needs to prepare for the customer call, create a call schedule, select a:n interlocutor:in from the company, etc. Providing a detailed history of all previous communication and all attempts to contact the customer. Implementation of an automated process for regular communication with the customer according to a predefined logic. Ability to perform all operations with minimal effort (operations, keystrokes, tab changes, etc.) Automatically pre-fill all email templates to make written communication as easy as possible Subsequently, the system was further developed and an e-mail channel and a channel for incoming calls were added as well as all customer requests regarding the further optimization of the processes for the employees were implemented.
More information about the functionality of SoftBCom Managed Outbound - one of the operating modes of SoftBCom Contact Center - can be found in the following publications: SoftBCom Managed Outbound for professional distributorsA sales contact center for B2BSoftBCom Managed Outbound for Sales Professionals

Project results

01 All of the client's requirements were met promptly and in full.
 
02 The changeover to the new system was carried out instantaneously and without interrupting the client's workflows. In the process, all data collected in the previous system was automatically and completely transferred to the new system, which allowed for a seamless transition, not only in terms of operations, but also in terms of data.
 
03 The interaction processes with external systems have been fully automated and run through the usual interfaces of the system.
 
04 The system has already been in use for over a year and has proven its reliability, flexibility and continuous expandability during this time.
 
05 SoftBCom's professionals take care of the technical support, including the functional enhancements. The basic configuration for the "out-of-the-box" operation of the system is performed by the ordering party's specialists with the advice of SoftBCom.

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