Services

How does Schindler ensure relational excellence by offering a solution to 100% of calls?

Challenge

Schindler achieves relational excellence with DialOnce

Omnichannel approach

Schindler has a duty to respond to every incoming call, especially those related to emergency and assistance services. To achieve this, it was necessary to adopt an omnichannel approach to contact paths, and thus relieve the telephone channel of its workload.

Objectives

Ensure relational excellence
Deal with peaks in activity
Prioritize calls
Promote and complement digital channels

Orchestrated channels

IVR

Forms

Web callback

Key results

Digitization 26% of calls

Avoided calls 6% towards digital self-care

Reachability 100% 24/7 customer service

To get there

Innovation for customer support at Schindler with DialOnce Visual IVR

Schindler has deployed DialOnce Visual IVR to support its helpdesk, offering alternative solutions to the telephone.

Find out more about Visual IVR

"DialOnce's strength: its teams are completely immersed in our businesses. This is also what enabled us to succeed with the project. The teams adapt to the needs of the business. We can see that our customers are adopting it, so it's been a successful trial, and we can't wait to go further with the solution."

Brigitte Kinge Priso

Directrice de filiale - Managing Director Schindler Télé-contrôle