-2h
Weekly Documentation effort
30%
Faster processing time
100%
Digital data colletion
Das Stolberger Familienunternehmen Kerschgens Werkstoffe & Mehr ist seit 1876 der Stahl- und Metall-Dienstleister. Mit einem breiten Sortiment in Stahl, Edelstahl, NE-Metallen, Betonstahl, Rohren und führend in Lochblechen in Deutschland. Kerschgens stand Ende 2023 vor der großen Aufgabe, seine Kommunikationsprozesse zu modernisieren. Es galt, ein System zu implementieren, das den Informationsfluss zwischen Kunden, Innen- und Außendienst nahtlos und effizient gestaltet, ohne sich dabei allein auf die Einführung eines vollwertigen CRM-Systems zu verlassen. Ziel war es, die Antwortzeiten zu verkürzen und die Qualität der Kundenkommunikation zu verbessern.
The objective was to create an efficient communication system that optimises the interfaces between customers, back office and field service. The introduction of VoiceLine was not only intended to minimise the documentation effort, but also to shorten communication channels and improve the flow of information in order to be able to respond to customer enquiries in a more precise and targeted manner and thus differentiate the company from the competition.
By introducing VoiceLine, Kerschgens Werkstoffe & Mehr has succeeded in offering a fundamentally new customer experience. After the field service visit, customers receive customised offers from the back office on the same day. The information collected is available to sales management at regular intervals in AI-generated reports for evaluation in order to recognise overarching customer needs at an early stage. At the same time, the field staff are relieved of 2 hours of documentation work every week, as they have modern voice-controlled software at their disposal for tedious administrative tasks.
