-2h
Weekly Documentation effort
30%
Faster processing time
100%
Digital data colletion
The Stolberg-based family business Kerschgens Werkstoffe & Mehr has been a steel and metal service provider since 1876. With a wide range of steel, stainless steel, non-ferrous metals, reinforcing steel, pipes and leading perforated sheets in Germany. At the end of 2023, Kerschgens faced the major task of modernising its communication processes. It needed to implement a system that would seamlessly and efficiently organise the flow of information between customers, back office and field service, without relying solely on the introduction of a fully-fledged CRM system. The objective was to reduce response times and improve the quality of customer communication.
The objective was to create an efficient communication system that optimises the interfaces between customers, back office and field service. The introduction of VoiceLine was not only intended to minimise the documentation effort, but also to shorten communication channels and improve the flow of information in order to be able to respond to customer enquiries in a more precise and targeted manner and thus differentiate the company from the competition.
By introducing VoiceLine, Kerschgens Werkstoffe & Mehr has succeeded in offering a fundamentally new customer experience. After the field service visit, customers receive customised offers from the back office on the same day. The information collected is available to sales management at regular intervals in AI-generated reports for evaluation in order to recognise overarching customer needs at an early stage. At the same time, the field staff are relieved of 2 hours of documentation work every week, as they have modern voice-controlled software at their disposal for tedious administrative tasks.
