OUR CLIENT The Katholischer Verband der Wertätigen (KVW, Catholic Workers Association) was born in South Tyrol in 1948. Today, it is the most important and extensive social organization of the Region. Over 40,000 members, 150 employees divided into 13 locations.
THE PROBLEM The extension of the Association made it necessary to facilitate communication, both to meet the needs of the members and to simplify contacts between the various offices. To do this, it was necessary to implement the communication system, replacing it with a Wildix system.
THE WILDIX SOLUTION We installed a data center redundant Wildix system, in KVW’s headquarters in Bolzano. This manages every offices’ operator (150 in total). It allows to answer phone calls received outside opening hours.
Which means members are never left by themselves: thanks to the switchboard automation, it is now much easier – and always possible – to meet all their needs.
- 50% less time spent by operators to transfer calls to the desired employee: The process’ simplicity, of course, comes from the intuitive and complete interface provided by Wildix
- Improvement of the internal organization: the organizational and administrative departments can now take advantage of the time gained thanks to the Wildix integration, and use it to manage the requests and needs of the members, thus improving the entire management process
- Collaboration: recently introduced, Collaboration was immediately a huge success amongst employees. 85% of them now use it to manage the entire call flow – directly from the interface; in fact, the system allows them to know the position of each colleague, their availability, their status (free / occupied) and their location. Also, operators can now analyze and control calls using easy charts and graphs
CAF ACli KVW
Wildix System is connected to our management software: it opens customers’ information pages automatically, reducing the time employed for recognition by 50%. Also, it eliminates all issues related to homonymy or complex names
A real operative controller on the Wildix switchboard.