Purchasing with foresight
Employees today have to keep track of a variety of communication channels, making it all the more important that they are supported by adequate solutions. Wanzl, the global market leader for shopping and luggage transport trolleys, has taken the step towards efficiency with Colt Intelligent Communication Services.
German-based shopping solutions specialists Wanzl wanted to make its digital infrastructure as efficient as its products, solving current requirements as well as preparing for the future.
The business world is changing rapidly, as Wanzl’s company history shows. Originally starting with wire shopping trolleys, the product portfolio of the family-owned company based in Leipheim has developed into comprehensive retail solutions, from smart product presentation systems and creative shop concepts to fully automated access and visitor management systems and logistics. With over 4,600 employees and 11 international production sites, Wanzl focuses on the highest quality and aesthetics combined with maximum ergonomics.
Wanzl has been a world leader in the retail, material handling, airport, access and hotel sectors for decades.
Colt and Wanzl have been working together for several years. In 2019, SIP trunks including session border controllers (SBC), were installed at the German sites. Sites in the Netherlands were added in 2020, then Australia, Italy and Spain followed in 2022 and in the Czech Republic in 2023.
Wanzl was able to reduce telephony costs by comparing prices and standardising connections. With telephony requirements, Wanzl looked more closely at a contact centre solution in 2023 and finally found what it was looking for at Colt. The Nimbus CCaaS solution from Luware, which has been part of the standard portfolio of Colt Intelligent Communication Services, was swiftly added to the shopping trolley. This allowed Wanzl to build on the existing structures with Colt, from the contracts to the service, including ticketing.
Luware Nimbus is fully integrated into the Microsoft 365 environment, and therefore into the online collaborative software Microsoft Teams. The Nimbus solution makes it possible to forward calls and tasks via intelligent routing, implement efficient workflows and create real-time evaluations and detailed analyses of call volumes or agent utilisation. Wanzl employees benefit in particular from the intuitive user interface. In terms of service and reliability, the company can rely on Colt’s end-to-end SLAs.
Wanzl uses the Nimbus solution from Luware both internally, like its IT helpdesk, and externally for the service hotline as a classic call centre solution. The modular structure of the Nimbus CCaaS solution allows for volume and technical scalability if required. This means that companies can switch to a higher licence level or book add-ons when required; Wanzl is now equipped for further expansion and benefits from investment security.
With the products and services in the Colt Intelligent Communication Service portfolio, the company is also able to adapt new communication solutions and processes at an early stage, allowing employees to gradually familiarise themselves with new applications.
Christoph Mader, Vice President IT Group Operations at Wanzl GmbH & Co. KGaA, says:
“Wanzl is a large and globally active company. Our product portfolio and locations are changing dynamically. In Colt, we have found a partner that can cope with this dynamism and our international circumstances.”
COMPANY NAME
Wanzl GmbH & Co. KGaA
INDUSTRY
Metal industry
CHALLENGE
COLT SOLUTION
Installation of SIP trunks and implementation of the Nimbus contact centre solution from Luware
Colt international SIP Trunking (Australia, Germany, Italy, Netherlands, Spain, Czech Republic) inclusive SBC, Luware Nimbus Contact Center Enterprise as well as Colt Professional Services
Related content
Driving awareness, inspiring action: Our partnership with Arctic Arts
We’re nine months into our three-year partnership with The Arctic Arts Project and the collaboration has already had a real impact across the business. What began as raising awareness of climate change, has grown into a rallying point for individual action, collective responsibility and a deeper understanding of what’s at stake. Inspiring change Our Colties…
Cloud at a crossroads: Now’s the time to reassess
Liz Brown, Director, Enterprise Cloud Solutions, Colt Gartner recently outlined six major trends shaping the future of cloud and there’s a common thread running through most of them: missed opportunities. It’s something we see regularly. Businesses that moved to the cloud with high hopes are grappling with complexity, cost and underwhelming results. But here’s the thing: there’s…
Colt collaborates with Microsoft to launch Microsoft Azure ExpressRoute Metro in Madrid, enhancing resilient connectivity with Azure
Colt Technology Services (Colt), the global digital infrastructure company, today announced it has collaborated with Microsoft on the launch of Microsoft Azure ExpressRoute Metro service in Madrid. This step marks a key advancement in cloud connectivity in Europe, allowing businesses to establish highly resilient private connections directly with Azure, offering greater security, performance, and availability…
How to deliver secure, scalable and resilient private connectivity over wireless broadband
David Allen, Innovation Manager, Colt For businesses building secure and agile global digital infrastructure, resilience and security are top considerations. To provide primary and backup connectivity, at Colt we’re exploring several options, including the recently announced LEO solution and utilising cellular or mobile connectivity. The challenge with cellular connectivity is making the most of the…
