Two Dutch companies, one great call handling and distribution solution
Lely are innovators in agriculture and leaders in dairy equipment, robotic milking systems and forage machinery manufacturing. A Dutch company established in 1948 and located still today in Maassluis, The Netherlands, Lely is a 2000 employee strong organisation with locations in more than 60 countries.
The headquarters handles approximately 100 incoming telephone calls on a daily basis though their two dedicated call attendants. In order to ensure fast transfer of calls, the call attendants need to know the reachability of all employees and how they want their calls and messages managed.
Lely has been a customer of JDM Software since 2013 when their existing Matra Nortel telephony technology became out of date and was not sufficient to support the growing population of the company. Lely also wanted to ensure the new system would be a robust solution using physical end points, no soft telephones and offer a smooth integration between different locations and the LAN/WAN.
As a result, Lely conducted the necessary industry research and decided on Cisco as their preferred provider with Cisco offering a reliable telephony platform through their Unified Communications Manager.
Coming recommended not only by their existing Systems Integrator but also by Cisco, the PeterConnects Attendant product offered Lely a powerful operator’s station allowing fast and easy handling of large volumes of telephone calls across multiple locations by multiple operators. In addition, the ability to understand the availability of employees, to be able to chat with employees about incoming calls and to have the details of calling customers and partners displayed to company employees was also highly attractive and important to Lely.
Another important factor in the decision to adopt Attendant as their preferred solution was that the Attendant product was only one member of the JDM portfolio products.
With Cisco’s Unified Communications Manager and PeterConnects Attendant together Lely could be assured of a robust solution providing the strong communication tools they required for their wide spread community of employees.
Another important factor in the decision to adopt Attendant as their preferred solution was that the Attendant product was only one member of the JDM portfolio products. Lely was also interested in PeterConnects ServiceDesk and PeterConnects ManagerAssistant.
ServiceDesk offers the ideal solution for help desks and call centres allowing for the distribution of calls based on skills or availability of team members while providing real- time reporting of the workload and performance of the team.
ManagerAssistant offers the ability to control how calls are managed within a team environment.
ManagerAssistant offers the ability to control how calls are managed within a team environment, making sure someone is always available to ensure customer calls are treated the right way, every time. Lely is currently running Attendant to manage their incoming calls, ServiceDesk to support incoming enquires from their resellers and ManagerAssistant to manager the reachability of their managers.
A Word from Lely
Richard van den Burg IT Administration for Lely “The call attendants are very happy to work with PeterConnects and the products are very stable, so at Lely, we have no business disturbances”.
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