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Bosch Improves Customer Service And Dispatch Efficiency

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Executive Summary

Bosch Communication Center is a division of the German-based Bosch Group. Junkers and Bosch were challenged to both improve customer service and maximize productivity through greater call center efficiencies. The typical customer case would last approximately 15 minutes and service reps were not able to give customers an appointment during the call. The rep would instead need to manually check engineer schedules and then call the customer back. To address these challenges, Bosch and Junkers together decided to implement ClickSoftware's ClickSchedule solution. ClickSchedule incorporates scheduling logic determined by Bosch and Junkers.

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