IT mod­ern­iza­tion at its best


  • > 11.000 employ­ees
  • Engi­neer­ing sec­tor


  • Skype for Busi­ness
  • Vox­tron


  • Col­lab­o­ra­tion with Microsoft-​Tools

The ini­tial solu­tion

The employ­ees of the glob­ally active agri­cul­tural machin­ery man­u­fac­turer CLAAS work together supra-​regionally and vir­tu­ally. Pro­fes­sional, dig­i­tal con­fer­ence tech­nol­ogy has been in use for many years. Tele­phone and chat are also impor­tant tools in daily coop­er­a­tion.

In 2014, CLAAS decided to switch to the Microsoft envi­ron­ment dur­ing a process to mod­ernise its IT sys­tem. Specif­i­cally, Microsoft Out­look was cho­sen for eMail com­mu­ni­ca­tion, and Skype for Busi­ness for chat and con­fer­ence func­tion­al­i­ties. At the same time as intro­duc­ing Skype for Busi­ness Enter­prise Voice, CLAAS mod­ern­ized its Con­tact Cen­ter.

The chal­lenge

  • The chal­lenge in mod­ern­iz­ing the Con­tact Cen­ter was that the agents of the company’s own call cen­ter were con­tacted daily by cus­tomers, deal­ers and engi­neers from around the globe. Besides that, the vol­ume of incom­ing calls undu­lates sig­nif­i­cantly. This there­fore called for a sophis­ti­cated and mul­ti­lin­gual rout­ing to reli­ably con­nect the caller to the appro­prate con­tact per­son.
  • In addi­tion, it should be ensured that all employ­ees can be reached reli­ably, even if they are highly dis­persed or work some­times from the home office.

The solu­tion

  • 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.
  • In 2017, IP Dynam­ics tested a uni­fied com­mu­ni­ca­tions solu­tion as part of a pilot project together with the IT-​team of CLAAS. In addi­tion to the chat, audio and video con­fer­ences, tele­phony was also imple­mented in a Skype for Busi­ness based sys­tem.
  • At the same time as intro­duc­ing Skype for Busi­ness Enter­prise Voice, CLAAS mod­ern­ized its Con­tact Cen­ter. IP Dynam­ics helped CLAAS to set up a Vox­tron Con­tact Cen­ter on the Skype for Busi­ness archi­tec­ture.

The result

  • 9,500 CLAAS employ­ees around the world now chat and con­fer using Skype for Busi­ness.
  • After the suc­cess­ful imple­men­ta­tion of the pilot project, all com­pany loca­tions will be equipped with IP tele­phony via Skype for Busi­ness.
  • The new Con­tact Cen­ter wel­comes callers to CLAAS in Ger­man and Eng­lish and guides them through the IVR (Inter­ac­tive Voice Response). In future, the Con­tact Cen­ter at CLAAS will also speak French, Turk­ish and Pol­ish.
  • It did not take long for the pos­i­tive effects of the changeover to become appar­ent. “Peo­ple can reach each other more quickly”, reports Bir­git Duquesne, Head of eBusi­ness at CLAAS. “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. While it used to take a rel­a­tively long time to get a con­fer­ence up and run­ning, now with Skype for Busi­ness con­fer­ences can be started much faster.

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

„We were in very goods hands. IP Dynam­ics is very famil­iar with every­thing that has to do with tele­phony, right down to the end devices.”
Bir­git Duquesne, project man­ager, CLAAS

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