Algotech CC is implemented in the Algotech data centre and the Vorwerk call centre uses its functionality as a cloud service. The implementation of the entire project from initial preparations to go-live of Algotech CC including integration took less than 3 months.
Vorwerk & Co is a widely diversified international company. In the Czech Republic, its vacuum cleaners and kitchen appliances division is particularly well-known. Vorwerk is also known for its indirect sales through independent sales representatives. The Czech company Vorwerk has been operating since 1992 and is therefore no newcomer to the market. At the time its representative approached us, they also had years of experience in operating a call center providing customer service phone lines. So they had a clear idea of what to expect from customer care support tools. The solution they had been using up until then had failed to deliver the functionality they required, so many things were not handled in an automated way and had a negative impact on employee efficiency. The impending end of support for the system was then just the final straw to spur the search for a new solution.
The Vowerk contact centre is one of the smaller call centres with up to 20 operators, but it has specific needs. The key to the new system was integration with Vorwerk's internal system based on an MS Access database. However, integration with other systems, which is not common in the contact centre industry, was not easy in this case and many suppliers were unable to offer a solution within the financial budget. The Algotech CC solution was the only one that provided automated routing and processing of incoming calls, a clear application for operators, quality reporting of call centre operations and at the same time integration of systems in a single user environment. It was the possibility of integration on the client side of the system that was essential for deciding on a new solution.
Algotech CC is implemented in the Algotech data centre and the Vorwerk call centre uses its functionality as a cloud service. Thanks to the openness of the Algotech CC solution, the clear vision and the excellent cooperation of the Algotech and Vorwerk team, the implementation of the entire project from initial preparations to go-live Algotech CC including integration was less than 3 months. This was also helped by a matter-of-fact and sensible approach with the customer, whose representative dealt pragmatically and had clear decision-making competencies.
The result is a long-term cooperation that both parties enjoy.
Dušan Macháček, Senior Business Consultant, Algotech, also praises the cooperation with this customer: 'The cooperation on this project was really unique. The specific assignment and the availability of a detailed description of the customer's environment helped a lot. The discussion over the details during the preparation of the project was smooth and very effective thanks to the pragmatic approach of the customer."
The company ČD - Informační Systémy, a.s. (ČDIS) was looking for a user support solution to replace the already inadequate system, which, among other things, was not able to address the specific requirements for handling their clients' problems.
From the first offer and introduction of the product to the launch of the solution, including the implementation of all customizations and migrations, 1 year has passed, the actual implementation took place in Q4 2018. Since then, AXA ASSISTANCE has been further developing the system, and there are currently hundreds of operators working with it.
ERV European has been operating on the Czech market for 30 years and is the only specialized travel insurance company. It insures over 1.2 million customers annually and has been voted the best travel insurance company for 16 years in a row. It provides its services to individuals, companies and especially to travel agency clients. ERV belongs to the ERGO Group and Munich Re, one of the world's leading reinsurers. It operates its own assistance service with a Euro-Center network on all continents to deal with emergencies directly at the place of stay.