B&O Service is part of the B&O Group, which has its origins in roof and facade renovation. Today, B&O Service specializes in the maintenance and modernization of housing, making it one of the most important players in the German housing industry and the market leader in technical services. As a full-service provider, B&O Service handles all technical services, from the general maintenance to modernization and damage repair of rental apartments.
B&O Service currently provides these services for more than 600,000 residential units for private and municipal housing companies throughout Germany and carries out around one million repairs per year. This high number of projects can only be managed because the company cooperates with almost 2,000 specialized contractors in addition to its own 1,000 craftsmen.
Tenants of B&O Service can call the service center 24 hours a day, 365 days a year to report damage to their homes. To ensure the highest level of service stability, B&O Service uses the Genesys Cloud platform.
The leaks of a legacy solution
Since 2006, B&O Service has been handling claims through its own customer center. Many customers report non-functioning garage doors, defunct heating systems, dripping faucets and other unpleasant issues that need to be handled in a timely manner. Unfortunately, its legacy contact center solution was neither up to date nor able to keep up with the dynamic developments of the sector, which forced B&O Service to invest in a new contact center solution.
“In light of current market conditions, our old on-premises deployment simply proved too costly,” said Christoph Otto, Head of IT Infrastructure and Service at B&O Service. “It was also based on outdated ISDN technology, which couldn’t support additional functionality.”
Another driving force behind the move was the old system’s lack of scalability. There was simply no way to increase queue capacity without considerable expenses. And call center managers had to facilitate the shift to remote working. “We desperately wanted to find a solution that would enable our agents to work from home,” said Otto. “Nowadays, this is considered standard.”