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Customer Story-Alfen

With its broad array of products developed in-house and considerable experience as a systems integrator, Alfen is working on the electricity grid of the future: reliable, sustainable and innovative. The company was founded in 1937 as J. van Alfen's factory of high and low voltage equipment. Over the years, Alfen has grown into an important player in the energy transition.

The challenge

Alfen Charging Equipment works with (international) partners for the service and repair of charging stations for electric cars. In case of questions, these partners call the call center number.

This in-house technical support team needed a new telephony solution. The old telephone exchange did not offer enough flexibility, (management) options and reports. The exchange also consisted of various systems that were maintained by internal and external parties, which did not improve reliability and manageability.


The solution

In the preliminary phase, we had extensive talks with Alfen’s stakeholders about their wishes and requirements. Based on that, we created a mockup in 3CX, recreated the use case in miniature and demonstrated it to Alfen’s team. After their enthusiastic response, this solution was then built and implemented.


The main technical changes:

  • The incoming calls for the technical support team have been disconnected from Alfen’s Teams environment due to limited possibilities for thorough Customer Care routing
  • Skill groups have been created to answer calls from field service engineers in the correct time zone and language
  • Thanks to the introduction of local telephone numbers, Alfen can now be called at a local rate in every country where engineers are active
  • Partner-specific telephone numbers have also been activated so Alfen support immediately sees which partner is calling and routing can take place without needing IVRs
  • Individual routing has been created per country for all outgoing calls, so a technical support engineer can return a field engineer’s call using a local phone number

““We have come to know Sound of Data as a party that acts reliably, quickly, accurately and proactively. We have built up a good partnership with each other. The service we receive from Sound of Data is excellent, (service) requests are quickly picked up and handled.” ”

Djenniffer Onstwedder

Continuous Improvement Specialist

The result

The benefits of implementing 3CX and using local phone numbers include:

  • The recognisability, response rate and efficiency of outgoing calls have increased
  • Accessibility and work distribution in the teams has improved because agents have insight into the queue in which they are assigned and the call is offered to the longest available agent. Therefore the team no longer needs a schedule for answering incoming calls
  • Productivity has increased and internal processes have been simplified and improved because management, executives and agents have access to better reports and therefore more insight
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