Case Study: Hager unifies CRM and telephony across Europe with Diabolocom

Hager - Customer Case Study

Hager, a global supplier of electrical solutions, faced challenges with its fragmented CRM and telephony systems across multiple European markets. Their existing setup required constant manual adjustments for different regions and failed to meet customer relationship demands. Seeking a unified platform to streamline operations and enhance the user experience, Hager turned to the vendor Diabolocom for its cloud-centric call centre solution and expertise as a telephony provider.

Diabolocom implemented a seamless CTI integration with Hager's Microsoft Dynamics CRM, creating a single, unified interface for nine countries. The solution provided an intuitive platform that granted greater autonomy to agents and key users. The results were significant: reachability rates for agencies in Germany increased from 60% to 90%, and customer wait times were cut in half to less than 20 seconds. Hager also plans to leverage Diabolocom for a call-back feature and expanded outbound campaigns.

Hager

Oliver Strunk

Head of Technical Application Consulting