From limited insight to greater control over international availability
TOPdesk’s Support department is in contact with customers every day. Telephony plays an important role in this, but a few years ago, we realized that our existing solution no longer aligned with the way we wanted to work. We could handle calls but had little insight into what was actually happening. Reporting was virtually non-existent, and our ability to actively manage availability was limited.
That is why we did not simply look for a telephony solution, but for a way to better support our service delivery.
What did we want to achieve?
Before approaching vendors, we first determined what was important to us.
As Microsoft Teams was already the central communication platform within our organization, we wanted a solution that was fully integrated with it. We also wanted to be able to see immediately which customer was calling, so that our employees could act more quickly and spend less time on administrative tasks. We also needed greater insight into our Support team’s availability. Who is available to pick up a call? When are the busiest periods? And how can we better align our capacity with actual demand?
In addition, we wanted to gain more control over our service delivery through reporting. We needed insight not only into call volumes, but also into peak times, average call duration, routing, and workload per employee. We wanted to use this information to make well-informed decisions about our planning and organization.
For an international support organization, features such as overflow to other offices, call routing, security, reliability, and future integration options were also key requirements.
Turning requirements into a working solution
During our evaluation, it became clear that CC4Teams could meet almost all of our requirements. What stood out was that the conversations were not just about functionality but focused primarily on how our processes worked and which challenges we wanted to solve.
We carried out most of the implementation ourselves. CC4ALL supported us where necessary, responded quickly to questions and helped us configure the solution to match the way we work.
An important part of the implementation was the integration with TOPdesk. Thanks to the Caller ID integration, support employees can immediately see who is calling. They no longer need to ask for contact details and can register or update an incident straight away using the caller card, which opens automatically. This saves time during the call and makes the process more efficient for both the employee and the customer.
What has it brought us?
After using the solution for more than a year, the main difference we have noticed is that we now have greater control over our availability.
The extensive reporting provides insight into patterns that previously remained hidden. One of the most valuable features is the heatmap, which allows us to see exactly when call volumes are high and when they are lower. We actively use these insights when scheduling our support employees, enabling us to align staffing levels more closely with actual call volumes.
Our international availability has improved as well. An overflow setup allows calls to be forwarded automatically to other TOPdesk offices when no employees are available locally. As a result, fewer calls are missed, and customers can be helped more quickly.
Routing calls to the employee who has been available for the longest also ensures a more balanced distribution of calls across the team. Team members have immediate insight into their colleagues’ availability, helping them plan breaks and coordinate their work with one another.
We also recently started using the callback feature. This allows customers to choose to be called back instead of waiting in a queue, contributing to a better customer experience, particularly during peak periods.
Collaboration in practice
What makes this collaboration successful for us is that the solution is not about offering as much functionality as possible, but about supporting our day-to-day operations. We started with a number of specific requirements around insight, availability, and efficiency. Together with CC4ALL, we translated those requirements into a setup that is used every day by our international support organization.
