The Reality: Unified and Simple Communication
With over 60 years of experience, a presence in 19 countries, and more than 270 stores across Europe, Bauhaus has established itself as a leading company in the European DIY and home improvement sector.
Bauhaus’s secret to success has always been its personalized service, tailored to meet customer needs. This is delivered through an omnichannel experience that includes physical stores, an online shop, telephone support, and a Click&Collect service.
Zendesk has been their go-to tool for customer communication. With it, the Customer Success team has stayed fully connected to customer needs, ensuring the best solutions are provided at all times.
But they aimed to take it a step further…
The Need: Agile Communication with Stores
Bauhaus has consistently prioritized the agility and scalability of its processes. With over 11 physical stores, e-commerce in Spain, and more than 1,500 employees, they required a telecommunications provider that was both agile and experienced in integration.
They sought a technological partner capable of managing the infrastructure of their local stores and integrating with their Contact Center tool and ticketing software.
Fortunately, they found Astroline.
The Solution: Comprehensive Telco Infrastructure Management and Integration
Once Bauhaus shared their needs, we knew that by working together, we could integrate all their tools with the store infrastructure, thus enhancing the efficiency of their entire team.
As an integrating operator, we took charge of managing the telephony of their stores and feeding their Contact Center tool, Talkdesk, which in turn, synchronized call events with Zendesk, achieving unified customer interactions.
What did we achieve? We simplified their operations and reduced response times at their centers, significantly improving service quality.
Astroline has been pivotal in integrating the telephony infrastructure of our stores with our Contact Center software, Talkdesk, allowing us to notably enhance our customer service.
Xavier Ruiz, Digital & Ecommerce Manager
The Result: Much More Efficient Communication
What was once a huge challenge for the team is now a reality.
We currently manage the infrastructure of all Bauhaus stores, and most importantly, we are key in enabling total synchronization between agent activity and their various customer management tools.
The solution designed for Bauhaus and the service we provide are crucial for the German giant to achieve more efficient communication with each of its customers.
