Case Study: Schiedel GmbH achieves unified cross-border customer service and fewer missed calls with Avaya

Schiedel GmbH - Customer Case Study

Schiedel, a European market leader in chimney and flue technology operating in 19 countries, faced redundant equipment and poor connectivity between its Munich, Vienna and Nußbach offices, causing inefficient call handling and lost customer calls just as the company was expanding service operations across German-speaking markets.

By deploying Avaya IP Office, IP Office Contact Center and Avaya Carrier Services, Schiedel consolidated its switchboards into a central exchange with intelligent call routing, interactive voice response and mobile twinning. The result was markedly improved accessibility and fewer missed calls, faster, personalized service via screen-pop customer data, lower operating costs and reliable cross‑border customer support.

Schiedel GmbH

Christian Kraxberger

Application Engineering and Customer Service