Customer:
Hottinger Baldwin Messtechnik GmbH
Locations:
Champaign, China, Darmstadt, Düsseldorf, Hanover, London, Marlborough, Milan, Munich, Paris, Stuttgart, Waalwijk, Vienna (with estos solution building blocks)
Employees:
1,700, including 500 workstations with estos software
The Company
Since 1950, Hottinger Baldwin Messtechnik GmbH has stood for excellence in measurement technology. HBM covers the entire measuring chain and offers solutions for the measurement of electrical and mechanical quantities. In addition to standard products, customer-specific requirements are met and the company is particularly well-known for technical services such as application consulting, on-site commissioning, calibration and engineering. HBM currently employs 1,700 people worldwide and offers its customers a comprehensive range of training courses to ensure the best possible use of high-quality, modern measurement technology.
The Challenge
Previously, a WiCom solution was used which was connected to an innovaphone telephone system based on a TAPI server with its own unique telephony application. However, since this was extremely susceptible to malfunction whenever the system environment was changed, the company was looking for a new solution that would be reliable and easy to use. Further requirements were to keep the existing PBX telephone system and use internal contacts, not only at the workplace but also in the mini-browser of the system telephones.
After extensive market evaluation, HBM opted for software products from the independent manufacturer estos: ProCall Enterprise, the Unified Communications & Collaboration Suite and the MetaDirectory directory service. Because of a distributed infrastructure and a heterogeneous system landscape, the multi-site and multi-vendor product support were important decision-making criteria.
The integration with the innovaphone system is achieved with the TAPI driver supplied by the manufacturer, to which estos products are successfully certified. HBM employees now use the ProCall Client for telephony control and can use all the functions of the PBX. By means of adapting the conversation window, customer contacts can be opened directly in the SAP CRM using the HBM CRM Launcher at the start, end and during the call, so that each transaction can be easily added to the customer account
Users’ reactions were enthusiastic and they confirmed that daily tasks during telephone calls were made much easier and faster. Mr Bielmeier, the system administrator says: "For me, the effort has been significantly reduced, because I no longer have to pay attention to possible special features of the TAPI drivers or the telephone system’s firmware. Now I can rely on a stable and reliable estos application as an interface to the telephone system and to a leading business application and I can dedicate myself more to process development.
Applications:
ProCall Enterprise
- MetaDirectory
IT Infrastructure:
- SAP R/3 and SAP CRM
- Exchange/Outlook
Telephone System:
- innovaphone
ICT Partner:
- Controlware