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.
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