Case Study: Vaillant achieves 200% outbound efficiency and rapid, scalable contact center with Vonage Contact Center for Salesforce

Vaillant Group’s UK Contact Center Upgrades its Customer Service With Vonage Contact Center

Vaillant, a Superbrands Top 100 company that sells around 400,000 boilers a year in the U.K., needed a faster, more scalable contact center to support premium customer service. Its 122-seat, premises-based contact center handled over 600,000 inbound calls annually but suffered from limited inbound trunk capacity, poor Salesforce integration, constrained call-recording storage, and a manual outbound calling process.

Vaillant deployed Vonage Contact Center for Salesforce and was live in five weeks, with a smooth integration and quick agent adoption. The cloud solution links all calls to Salesforce records, provides unlimited call recording, call whispers, self-managed IVR and overflow routing, and an automated outbound dialer that replaced 250,000 manual calls and delivered a 200% efficiency boost—plus better reporting and operational savings.

Vaillant

Andrew Naylor

Commercial Manager