Opti­miza­tion of busi­ness processes with IP tele­phony and CC


  • > 1.900 employ­ees
  • Ser­vice sec­tor


  • Inno­va­phone


  • Switch­ing the old ISDN tele­phone sys­tem to IP

The ini­tial sit­u­a­tion

Christoph Kroschke GmbH, Germany‘s lead­ing solu­tion provider and ser­vice part­ner for auto­mo­tive ser­vices, decided to migrate its old ISDN tele­phone sys­tem to VoIP in con­junc­tion with a Con­tact Cen­ter due to the con­tin­u­ous busi­ness growth. „On one hand our old sys­tem with its capac­i­ties reached its lim­its“, said Ingo Mrowka, IT admin­is­tra­tor at Kroschke, who is lead­ing the company‘s migra­tion to VoIP. „Fur­ther­more we already had con­fi­dence in the future secu­rity and flex­i­bil­ity of VoIP tech­nol­ogy, since it offers us a mul­ti­tude of func­tions.“

The chal­lenge

  • In 2012 the con­ver­sion of the old ISDN tele­phone sys­tem to IP was tested in a pilot project. The fur­ther process was to be car­ried out in small steps. The smooth migra­tion in the busi­ness head­quar­ters and at impor­tant loca­tions was to be real­ized from 2014 with the help of IP Dynam­ics.
  • The old and the new plant were to be oper­ated par­al­lel tem­porar­ily. There­fore, Kroschke was look­ing for a medi­at­ing solu­tion for the exist­ing Con­tact Cen­ter to first con­nect the old ISDN PBX to the Con­tact Cen­ter and then switch to VoIP step by step.

The result

  • In coop­er­a­tion with IP Dynam­ics, the switch to IP tele­phony at Kroschke was car­ried out in a grow­ing three-​pha­se process that ensured a secure tran­si­tion.
  • Ini­tially, IP Dynam­ics expanded the Con­tact Cen­ter area at com­pany head­quar­ters and set up an IP tele­phony solu­tion from Inno­va­phone as mid­dle­ware between the old PBX and the Con­tact Cen­ter.
  • In 2017, the com­plete con­ver­sion of cor­po­rate head­quar­ters was ini­ti­ated. The Inno­va­phone solu­tion was expanded and became the lead­ing tele­phone plat­form. Finally, the old sys­tem could be com­pletely replaced.

The result

  • Kroschke is now using an IP tele­phony solu­tion from Inno­va­phone in con­junc­tion with a Com­mu­ni­ca­tion Cen­ter from Vox­tron. Thanks to its open sys­tem archi­tec­ture, the VoIP solu­tion Inno­va­phone PBX V12r2 can be scaled as required and eas­ily inte­grated into exist­ing tele­phones and tele­phone sys­tems.
  • The Vox­tron Con­tact Cen­ter enables the qual­i­fi­ca­tion of calls and pri­or­i­ti­za­tion with skill-​based rout­ing to the appro­pri­ate employ­ees as well as report­ing of tele­phone calls. In addi­tion, the inte­gra­tion of fur­ther com­mu­ni­ca­tion chan­nels is pos­si­ble.
  • With the solu­tion imple­mented by IP Dynam­ics, Kroschke could over­come work­place bot­tle­necks in a timely man­ner, ensure tech­ni­cal future secu­rity for port­fo­lio expan­sion and enable flex­i­ble, location-​independent work.
  • Kroschke‘s con­clu­sion is con­sis­tently pos­i­tive: „We are very sat­is­fied with the new IP solu­tion and the smooth migra­tion process,“ sums up IT Direc­tor Andreas Krohn. „IP tech­nol­ogy as a future-​proof solu­tion enables us to accel­er­ate work­flows, flex­i­bly expand our ser­vice port­fo­lio and remain adapt­able to all busi­ness changes at all times“.

If you are also inter­ested in an IT mod­ern­iza­tion or IP tele­phony solu­tion, please do not hes­i­tate to con­tact us.

„We are very sat­is­fied with the new IP solu­tion and the smooth changeover process.“
Andreas Krohn, Head of IT Depart­ment , Kroschke

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