Heuver

Heuver more accessible thanks to Mitel IP

About Heuver

Type: Tire wholesaler and owner of twelve Profile Tyrecenters
Location: Head office in Hardenberg, twelve locations in the North and West of the country, plus two branches in Romania
Configuration: One central Mitel 3300 MXe at Heuver Wholesale and twelve Mitel 3300 CX exchanges at the Profile Tyrecenter branches.
Number of employees: 216
Website: www.heuver.com and www.profile-heuver.nl

Customer needs

• Improved accessibility
• Simpler administration
• Flexibility in number assignment
• Management information on the number of incoming and outgoing calls
• Customer information on the screen when a customer calls

The Solution Consists Of

Head office:

• Mitel 3300 MXe Controller
• IP Networking
• Mitel Customer Interaction Solutions, Enterprise Edition
• 20x ACD agents
• 1x GSM Gateway

Branch offices:

• 12x Mitel 3300 CX Controller
• 1x IP VPN network between locations

Result:

• Optimal accessibility via internal exchanges at the branches and via distributed, virtual contact center
• Higher quality service because customer information appears onscreen as soon as the customer calls
• Greater flexibility thanks to simple numbering plan
• Better management information thanks to improved insight into sales staff activities
• Increased efficiency thanks to new call-routing system

Heuver Customer Experience - English (PDF 855KB)