Case Study: Hoffmann B.V. achieves 35% cost savings and improved customer satisfaction with Unify's OpenScape Office Contact Centre

Hoffmann B.V. Embraces Telecommuting And Cuts Costs With Openscape Office Contact Centre.

Hoffmann B.V., a European reseller serving over 20,000 customers across Belgium, the Netherlands, Luxembourg and France, faced rising real estate and travel costs, difficulty locating field account managers, limited reporting on call handling, uneven staffing during peaks, and low first-contact resolution due to poor visibility of colleagues’ availability.

Hoffmann deployed Unify’s cloud-based OpenScape Office Contact Centre with softphones and pay-as-you-go licensing, enabling widespread telecommuting, skills-based routing and real-time presence and reporting. The change cut travel and real estate costs by about 35%, improved first-contact resolution and customer wait times, provided clearer performance metrics for managers, and made it easy to scale staffing to demand.

Hoffmann B.V.