Case Study: Konecranes unifies global helpdesk communications with Microsoft Office 365, Interoute, and Clarity Connect

Konecranes - Customer Case Study

Konecranes, a global industrial company specializing in lifting equipment and services, faced a challenge with its internal IT helpdesk outgrowing its initial cloud-based contact center solution. The previous vendor lacked the stability, integration with their existing Office 365 and Skype for Business environment, and the global resources required for support. They sought a new, unified solution and a credible partner, turning to vendor Microsoft Corporation and its ecosystem.

The solution was implemented with Interoute, which recommended and deployed Perficient’s Clarity Connect, a contact center solution native to Skype for Business. This provided seamless integration with Office 365, global PSTN connectivity, and powerful self-service management tools for call flows and configurations. The results were substantially fewer IT incidents, increased agent productivity by unifying all tools into the Skype for Business console, and the successful expansion of the contact center solution to other internal departments like HR and finance.

Konecranes

Juha Niinimaki

Senior Product Manager of Telecommunication Services