GWH: Excellent Tenant Service Through Intelligent Telephony Integration

The Challenge

GWH is in close contact with thousands of tenants and prospective renters every day. A large part of this communication happens over the phone. Without an integration between the telephone system and the new SAP Sales Cloud V2 CRM, this process was inefficient and error-prone.

• Long Identification Times: For every call, employees had to manually search for the caller in the system, which wasted valuable seconds and increased wait times for others.
• Incomplete Contact History: In the rush of daily business, manually logging calls was often forgotten. Important information about conversations was not recorded.
• Cumbersome Outgoing Calls: For callbacks, phone numbers had to be manually typed, which was inconvenient and prone to errors.
• No 360-Degree View at the Critical Moment: At the beginning of a call, the agent did not have all relevant tenant information immediately available on their screen.

GWH needed a smart solution to automate the communication process and optimally support its employees in their daily service tasks.

The Solution

Instead of a complex custom development, we quickly connected our proven CTI solution, “Spadoom Engage,” to GWH’s SAP Sales Cloud V2.

• Seamless CTI Integration: “Spadoom Engage” acts as an intelligent bridge between the telephone system and the Sales Cloud.
• Screen Pop on Calls: On an incoming call, the system recognizes the phone number, matches it with the data in the Sales Cloud, and automatically opens the corresponding tenant or prospect record on the agent’s screen (“Screen Pop”).
• Automatic Call Logging: Every incoming and outgoing call is automatically recorded as an activity with a timestamp in the system. The agent only needs to add their call notes.
• Click-to-Dial Functionality: Phone numbers in the Sales Cloud become clickable links. One click is all it takes for the phone to dial the number automatically—fast and error-free.

The solution was implemented as a ready-to-go package, which allowed for an extremely fast and cost-effective rollout.

The Results

The introduction of “Spadoom Engage” has immediately and sustainably improved the efficiency and quality of tenant services at GWH.

• Significantly Faster Processes: The average call handling time has been considerably reduced, as the manual search for records is completely eliminated.
• Improved Tenant Experience: Tenants are recognized immediately and greeted personally. They do not have to repeat their information, which leads to higher satisfaction.
• Complete Data Quality: Thanks to automatic logging, the contact history for every tenant is 100% complete. This enables a seamless follow-up on all inquiries.
• Increased Employee Satisfaction: The automation of routine tasks relieves service agents, who can now fully concentrate on resolving tenant issues.