Case Study January 18, 2012 Continental AG – Based in Hanover, Lower Saxony, Germany, Continental is the world’s 4th largest tire manufacturer. Continental specializes in tires, brake systems, automotive safety, powertrain and chassis components as well as other components of the automotive and transportation industries. Continental Corporation has 178,000 employees in 49 countries. OVERVIEW INDUSTRY Tire Retail GOALS Accurate call delivery and reduction of call times SOLUTION Using AMC Technology’s Contact Canvas™ for Avaya AES and SAP. BENEFITS Customer service, accurate transfers and a decrease in call-handling times THE CHALLENGE Prior to the CTI integration, the agents had to search for the customer manually, and communication was challenging. “Answering a call from a customer the agent was not familiar with led to misunderstandings, deliveries of wrong goods, wrong account numbers were chosen and customers even received deliveries they never ordered!”, according to Melanie Albrecht, Specialist, Unified Communication Systems “When your business and customer interaction requires improvement and you want motivated agents, a CTI integration is a step into the right direction. AMC is an experienced vendor, offering a solution that has perfectly fit our business needs for years.” Melanie Albrecht, Specialist, Unified Communication Systems SOLUTION Continental AG purchased Contact Canvas for use with SAP and Avaya AES for 245 users. This adjustment decreased the company’s call-handling time and the number of mistakes when manually searching for the correct customer. CTI improved service for their customer. The company has 20 tire sales call centers using the CTI link and 3 additional call centers (HR and Technical Services) which combined, hosts an average call volume per month of 27,500. BENEFITS After establishing the CTI link, the number of faulty customer orders and complaints massively decreased. Their calls were handled much faster and more effectively than before, which led to satisfied customers and more motivated and satisfied agents. The solution took the interaction between Continental and its customers to another level. The CTI integration was and still is a big trigger for other markets to implement Avaya and to connect to the core system located in Hanover, Germany. According to Melanie Albrecht, the next steps will be to connect other systems outside of the Fast Order Entry process in SAP. “When your business and customer interaction requires improvement and you want motivated agents, a CTI integration is a step into the right direction. AMC is an experienced vendor, offering a solution that perfectly fits into your business needs for years.” ABOUT AMC TECHNOLOGY AMC Technology is a global leader in contact center and CRM integration with over 20 years of experience located right outside of Richmond, Virginia. AMC powers contact centers and customer interactions for companies around the globe through certified products and unparalleled expertise. AMC’s Contact Canvas™ product suite allows customers to integrate CRM and communication platforms, including CTI, across the enterprise, for call center agents, knowledge workers, and mobile staff. Our products are certified by our partners and allow businesses to more effectively manage all types of customer relations while delivering superior levels of customer service and improving productivity. ADDITIONAL INFORMATION For more information on AMC Technology Solutions for SAP. Check out these following links: SAP SOLUTIONS FOR SAP CRM SAP SOLUTIONS FOR SAP Cloud for Customer (C4C) Click here to download the pdf versionAnthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.