Customer:
Rivella AG
Location:
Rothrist, Switzerland
Employees:
approx. 300, 150 workstations with estos software
The Company
Rivella AG, one of the best-known and traditional companies in Switzerland, was founded in 1952 and is still in the hands of its founding family today. With 4 different varieties, Rivella AG is one of the most important companies in the food sector and one of the best-known Swiss brands. Today, around 300 employees produce over 100 million liters of refreshment and fruit-juice beverages every year. Turnover is around 150 million Swiss francs and the company has approximately 50,000 customers in Switzerland and neighboring countries, and will also continue to expand its presence in Germany over the next few years.
The Challenge
Although Rivella is still one of the strongest Swiss brands, it also has to maintain its position in the competitive soft drinks market in the long term. Therefore, it was their chosen goal to optimize existing communication both internally and with the customer externally, to sustainably improve processes in the company. A clear presentation on the availability of different employees as well the faster linking of calls needed to be made possible. The integration of SAP and CRM contact data was also important.
After a detailed exploration of the different communication possibilities, they chose the PBX system AASTRA MX-One – as it was particularly important to the Rivalla management that the basic telephony worked without a computer – as well as its successful use in combination with the estos software solutions ProCall Enterprise and MetaDirectory.
The possibility of calendar integration into the ProCall Client was particularly attractive, as now the status of individual employees and their attendance and absences could now be queried quickly. Calls can be answered, diverted or forwarded more efficiently. With an incoming call, the details of the caller are clearly displayed in the ProCall client. The chat function was also well received. In addition, contacts can now be searched for internally, including via image search.
Another big advantage of the integration with estos ProCall Enterprise is the connection of relevant SAP & CRM data. In particular, the customer data from CPWerx and SAP R/3 were integrated.
Using MetaDirectory, which combines existing distributed contact datasets to form a company-wide information service, it was also possible to integrate the Swiss telephone directory.
Applications:
ProCall Enterprise
- MetaDirectory
IT Infrastructure:
- CRM system from Accenture CAS and SAP R/3
Telephone System:
- AASTRA MX-One
ICT Partner:
- Parcom Systems AG, Emmen in Switzerland