Jeveka

January 17, 2011  |   Banner,Portfolio   |     |   0 Comment

The challenge was to optimize the telephone service for customers. This had to be achieved by reducing the length of calls, improving call handling for customer calls, and internally transferring calls to the right contact person straightaway. The biggest problem was the nature of the IBM System i environment; there is no software that can enable simple and effective integration between the IBM software and the telephone system. Or is there?

The solution

The EasyLink ScreenPop module provides a link between the telephone system (an Alcatel-Lucent Omni PCX Office) and the IBM System i environment, without the need for any expensive customization. Before a call is answered, a ‘window-bar’ displays the required data on the customer concerned, such as the customer number, customer name, contact person at the customer’s firm, the sales team that deals with the customer concerned and the salesperson assigned to the customer. This enables the employee to prepare quickly for taking the call, deal with specific questions and, if required, transfer the call to the right colleague immediately.  When asked, Jeveka’s director, Hans Veltkamp, confirmed that the company’s employees all experience the convenience of the EasyLink module every day. He emphasized EasyLink’s simplicity: “We’ve seen various other solutions but only KeyLink ticked all the boxes.”

Business profile

Jeveka has been a leading specialist in fasteners and tools for 70 years. The company supplies a high-quality range of products and is always ready to assist customers with its know-how and customer-oriented organization of almost 60 employees. Comprehensive information on more than 17,000 customers and the extremely broad range of products is stored in an IBM System i environment.

Solution

  • EasyPop ScreenPop with IBM System I
  • Alcatel-Lucent Omni PCX Office

Benefits

  • Increased customer-friendliness
  • Higher efficiency
  • Cost saving
  • Improved availability

Sector

  • Wholesale

Customer

  • Jeveka – wholesale business in fasteners
  • www.jeveka.com