SIGMA: ‘The best DECT system – it just works, reliably!’
The German manufacturer SIGMA-ELEKTRO GmbH is a familiar name for every cyclist and outdoor sports enthusiast. The company, based in Neustadt, Germany, sells innovative bike computers, lights, heart rate monitors and apps. Run as a family business, SIGMA-ELEKTRO GmbH can look back on almost 40 years of passion for sport and technology and continues to inspire its customers with outstanding in-house developments. The product portfolio includes GPS bike computers, map navigation, professional training systems, bike lights, as well as remote controls and displays for e-bikes. To also be at the forefront in the area of partner and customer communication, SIGMA-ELEKTRO GmbH has invested in further expanding its own customer service and has found the perfect combination with the Xelion telephone system in conjunction with the scalable N870 IP PRO DECT multi-cell system from Gigaset.
Company profile
Almost everyone who owns a bicycle knows SIGMA-ELEKTRO GmbH. The long-established German company sells bike computers and accessories that are made in Germany. Founded in 1982, the SIGMA-ELEKTRO GmbH headquarters are located in Neustadt an der Weinstraße. From here, marketing and sales concepts are developed and implemented worldwide. Product development, design, service, warehousing and administration are also located at the headquarters in Germany. SIGMA-ELEKTRO GmbH employs 60 people in administration, 30 in R&D and 60 in production/logistics. They ensure that the worldwide distribution of quality products runs smoothly.
Company situation / starting point
Good service is essential for every successful company so that individual customer needs can always be met. Consumer trust and loyalty are largely built on smoothly functioning customer care, where the customer's concerns are always listened to and they feel they are in good hands. This is another reason why it is all the more crucial to create optimal technical conditions for employees. This is also a top priority for SIGMA.
In order to remain competitive in the future, it was therefore important for the company to replace its existing telephone system, which offered a rather limited range of functions compared to the current state of technology and therefore could not always be used to its full potential, with a more technically diverse system. The integration of the Xelion telephone system with the scalable N870 IP PRO DECT multi-cell system from Gigaset has enabled new standards and a much broader range of functions at the highest level, in order to provide the best possible after-sales service and achieve additional customer satisfaction.
Technical situation
The integration of the Xelion telephone system involves a software solution with app usage that offers functions such as chat, SMS, WhatsApp or Microsoft Teams communication. In particular, the DECT range is crucial for the smooth compatibility and integration of a cloud-based communication solution combined with an auto-provisioned DECT multicell system. The N870 multicell system from Gigaset supports both on-site and cloud-based VoIP communication and can also be quickly adapted to support business growth.
Solution
The integration of the Xelion telephone system enabled the expansion of essential functions, including wallboards, call centre features, home office integration and smartphone integration with a one-number concept. After an intensive initial consultation and smooth installation by BBCom, the telecommunications system provider supporting SIGMA, the company has succeeded in making its customer service more efficient and reducing the return rate and throughput times in customer contact. A decisive advantage in this context is call routing to different agents, which specifically minimises waiting times on the hotline. Recording or whispering to improve the quality of service is another key advantage. After installation, customer satisfaction has increased enormously thanks to highly trained service agents.
‘The best DECT system – it just works reliably!’ – Boris Bernardy (CEO, BBCom)
BBCom relies solely on Gigaset products for all DECT telephony solutions. In the case of SIGMA, a modern multicell DECT system was installed in the end customer's offices and halls using a total of 10 transmitters and 69 Gigaset S700H PRO handsets. This expansion guarantees seamless telephone reception throughout the entire SIGMA-ELEKTRO GmbH.
SIGMA: ‘With the new Xelion cloud communication solution in combination with the auto-provisioned Gigaset N870 IP PRO multicell, we are able to respond to any customer need at any time of the week. To offer the best possible service, we needed reliable partners here. Gigaset has proven over many years that it delivers the highest quality and we are thrilled with the combination with the new Xelion telephone system’.Durch die Integration der Xelion Telefonanlage konnten dringend notwendige Funktionen ausgebaut werden, darunter Wallboards, Call-Center-Funktionen, Home-Office-Einbindung und die Smartphone-Integration mit One-Number-Konzept. Nach intensiver Erstberatung und reibungsloser Installation der BBCom das betreuende Telekommunikations-Systemhaus der Firma SIGMA, ist es dem Unternehmen gelungen, den Kundenservice effizienter zu gestalten und Retourenquote sowie Durchlaufzeiten im Kundenkontakt zu verringern. Ein entscheidender Vorteil ist in diesem Zusammenhang das Call-Routing auf verschiedene Agenten, um gezielt Wartezeiten in der Hotline zu minimieren. Das Recording oder Zuflüstern zur Verbesserung der Servicequalität ist ein weiterer entscheidender Vorteil. So hat sich die Kundenzufriedenheit durch optimal geschulte Service-Agenten nach der Installation enorm erhöht.
