How SWC & Microsoft Lync Prevent Visibility Issues At Wittenstein
When Wittenstein needed a telephony solution to combat global visibility issues, they turned to Chicago area IT consulting firm, SWC Technology Partners. SWC deployed Microsoft Lync, an enterprise-ready Unified Communications platform, which gives their users the ability to track their team’s availability and presence. Watch our video to learn more about how Wittenstein has found success using Microsoft Lync.
Wittenstein is a global provider of precision planetary gearboxes, selling to industries such as machine tool, packaging and semiconductor equipment companies. They had been experiencing some visibility issues with their old phone system, as customer service teams were unable to see which agents were or weren’t available, resulting in phone calls getting transferred from customers to customer service agents that would get dropped.
SWC designed and deployed Microsoft Lync for Wittenstein’s global infrastructure to give them better insight into their customer service team’s presence. SWC helped Wittenstein transition to the new Lync phone system on a Friday afternoon, so that when employees arrived back to work on Monday morning, they were up and running on the new system. It was an extremely smooth transition.
One of the biggest advantages Wittenstein now has with the new Lync phone system is the presence indicator. They can see where everyone is at, at any given time. Since Microsoft Lync is fully integrated into their Microsoft Office and Microsoft Exchange products, the team’s calendars automatically update, so someone can see if they’re away, on the phone or in a meeting. When customers now call into the operator, she knows who is available to respond to each request.
Wittenstein’s customer service teams are now able to better integrate and collaborate with their outside sales teams. Microsoft Lync has given them the ability to easily have phone conversations, send instant messages or start an audio, video or web conference with the click of a mouse. These tools give them the ability to disseminate important information as quickly as possible.
The project was a huge success. SWC supported Wittenstein the whole way, starting with the design phase to create a global infrastructure through the knowledge transfer at the end, enabling internal training for their users. After the implementation, Wittenstein became part of SWC’s Lync Managed Services program and receives 24/7 monitoring and support for their Lync environment.
If you enjoyed reading this post, please take a moment to read a few of our other posts on Microsoft Lync:
Microsoft Unified Communications…A Game Changer
SWC’s Microsoft Lync Managed Services
Microsoft Lync 2013 Resiliency Enhancements
New Microsoft Lync 2013 Server Features
Using Microsoft Lync As A Phone System