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CLAAS relies on IP Dynamics for UC and contact centers

In 2014, CLAAS decided to switch to the Microsoft envi­ron­ment dur­ing a process to mod­ernise its IT sys­tem. Microsoft Out­look was cho­sen for eMail com­mu­ni­ca­tion and Skype for Busi­ness for chat and con­fer­ence func­tion­al­i­ties. “In doing so we took our employ­ees’ wishes into account. They are famil­iar with Microsoft tools and the ben­e­fits of stream­ing tech­nolo­gies from their pri­vate lifes and from other com­pa­nies. They can then apply this expe­ri­ence within the com­pany”, says Bir­git Duquesne, Head of eBusi­ness at CLAAS.

In Octo­ber 2015, CLAAS worked with IP Dynam­ics to switch all of its oper­a­tions around the world to chat via Skype for Busi­ness. In a sec­ond step, the con­fer­ence func­tion­al­ity based on Skype for Busi­ness was also rolled out in 2016. 9,500 employ­ees around the world now chat and con­fer using Skype for Busi­ness.
In 2017, IP Dynam­ics tested a uni­fied com­mu­ni­ca­tions solu­tion as part of a pilot project together with CLAAS IT. As a result, in addi­tion to the chat and the audio and video con­fer­ences, tele­phony was also imple­mented in a sys­tem based on Skype for Busi­ness. The pilot project con­vinced CLAAS that all com­pany loca­tions should be equipped with IP tele­phony in the future.

It did not take long for the improve­ments to be notice­able. First ben­e­fits: Time sav­ings for tele­phony and con­fer­ences. “Peo­ple can reach each other more quickly”, reports Duquesne. “For exam­ple, Skype for Busi­ness allows us to see our counterpart‘s sta­tus, mak­ing it eas­ier for us to choose the best time to con­tact them.” And CLAAS is also notic­ing improve­ment in terms of video func­tions. “Pre­vi­ously, we had very long set-​up times, so get­ting a con­fer­ence up and run­ning took quite a long time”, explains Duquesne. With Skype for Busi­ness, con­fer­ences can now start much more quickly.

At the same time as intro­duc­ing Skype for Busi­ness Enter­prise Voice, CLAAS mod­ernised its con­tact cen­tre. The agri­cul­tural machin­ery man­u­fac­turer oper­ates a call cen­tre with around 20 agents, of which ten are con­tin­u­ously active. This is a chal­lenge, as cus­tomers, deal­ers and engi­neers call CLAAS’s con­tact cen­tre from all around the globe. Besides that, the vol­ume of incom­ing calls undu­lates sig­nif­i­cantly. In addi­tion, it should be ensured that all employ­ees can be reached reli­ably, even if they are very dis­trib­uted and work partly from the home office.

IP Dynam­ics helped CLAAS to set up a Vox­tron con­tact cen­tre on the Skype for Busi­ness archi­tec­ture. CLAAS now wel­comes callers in Ger­man and Eng­lish and routes them through the IVR (Inter­ac­tive Voice Response). In future, the con­tact cen­tre at CLAAS will also speak French, Turk­ish and Pol­ish.

The detailed ref­er­ence report on the con­ver­sion to Microsoft Out­look and Skype for Busi­ness at CLAAS can be found here.

If you are also inter­ested in an IT mod­ern­iza­tion or a change to the Microsoft envi­ron­ment, please do not hes­i­tate to con­tact us.