Vodňanská drůbež, a.s. is the Czech Republic’s largest producer of poultry meat, processing especially slaughter chicken using modern processing lines in three major production plants. The company is also the sole processor of duck meat in the country. It markets high-quality products under the slogan: “Always fresh, always tasty!”

The main objective of implementing new contact centre technology in Vodňanská drůbež, a.s. was for the company to be able to provide expedient and professional services to its customers. A multi-channel SAP Contact Centre (CCtr) solution was a natural step forward given the existing SAP IT landscape and pre-prepared integration with SAP CRM.

Main reasons for the implementation:

• A smooth process flow of incoming telephone calls with full integration in the newly implemented SAP CRM + SAP CCtr, including efficiency and performance monitoring of contract centre operators.
• A flexible solution as a basis enabling the company to administer other incoming and outgoing communication channels with a relatively small team, which can be dynamically expanded based on current need.
• A platform which can be fully integrated with future SAP S/4 HANA version.
• A tried and proven SAP technology.

The SAP Contact Centre and SAP CRM solution was implemented according to best practices in the industry (RDS – Rapid Deployment Solution) with integration into back-office systems, delivered and deployed including complete business process scenarios emphasising customer services and care. This enables to directly connect the customers with their preferred operators based on pre-assigned business partners.

The automation of the contact centre enables Vodňanská drůbež, a.s. to respond faster and increase customer satisfaction thanks to regular contact with their preferred operators and it improves flexibility and efficiency in operator time utilisation.

Ing. Pavla Bublíková, CFO at Vodňanská drůbež, a.s., said:

“The transition of the contact centre handling incoming communication with our customers to the SAP platform provides us with the right tools for effective management of the Contract Centre’s productivity and constitutes a first step towards a comprehensive multi-channel communication implementation in our company.”

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