Project context
Replacement of an outdated telephone system with a state-of-the-art solution
Key areas
Requirements analysis, supplier selection, cloud integration, omnichannel capabilities, roll-out and hypercare
The role of grünlicht
Project management and control of the complete exchange process
Starting situation
A leading customer service provider faced the challenge of replacing its ageing telephone system. The existing solution was no longer fit for the future, offered no modern reporting and routing functions, and could not keep pace with contemporary service requirements such as remote working, omnichannel integration, or AI-powered routing.
The aim was the complete replacement of the telephone system with a state-of-the-art solution that scales with growing volume, enables flexible routing scenarios, integrates omnichannel functions, is cloud-based and therefore remotely capable, and offers extensive reporting and monitoring options.
Our Approach
grünlicht took charge of project management and oversaw the entire replacement process – from defining the requirements through to the roll-out.
The main focuses were:
- Needs analysis: Workshops with departments, IT and works council to define requirements
- Market and supplier analysis: Comparison of different suppliers, creation of a shortlist and execution of proofs of concept
- Project Planning and Control: Development of a detailed migration plan including risk management and transition scenarios
- Process and Technology Design: Adaptation of Callflows, Routing Strategies and Reporting Structures
- Stakeholder Management: Close coordination with management, IT, works council, and end-users
- Change Management and Communication: Supporting employees as well as creating communication and training concepts
- Training and Enablement: Training for Agents, Team Leaders and Administrators
- Roll-out support: Step-by-step transition of sites, testing and go-live support
Measures in detail
A central building block was the re-conception of voice routing with intelligent skill-based routing, queue optimization, and emergency scenarios. In parallel, reporting and monitoring were established with real-time dashboards and KPI systems for service levels, availability, and call quality.
A secure, scalable cloud infrastructure was also set up to enable operation independent of location and ensure the remote work capability of the agents.
The exchange was secured through a test and pilot phase with selected teams in order to eliminate teething problems before the broad rollout. At the same time, data protection and compliance requirements were consistently taken into account.
Following the go-live, operations were closely monitored to quickly resolve any errors that arose and ensure a stable implementation.
Results
- Successful migration within the planned time and budget framework
- Modern state-of-the-art telephony with omnichannel integration established
- Customer satisfaction increased through shorter waiting times and better accessibility
- Increased agent productivity through intuitive user interfaces and efficient routing
- Transparency improved: Real-time monitoring and KPIs enable data-based control
- Remote work possible: Location-independent operation, higher flexibility and resilience
- Future-proofing: The platform is scalable and can be extended with further channels and AI functions
Key Learnings
- Thorough needs analysis and proofs of concept are crucial for selecting the right solution.
- Stakeholder engagement ensures acceptance and a smooth rollout.
- Pilot and testing phases minimise risks and increase the success rate of roll-outs.
- A modern telephony platform is more than just technology – it’s a strategic enabler for customer satisfaction, flexibility, and growth.