Viessmann Climate Solutions Elevates Customer Service with Vonage Contact Center for Salesforce

Serving a diverse European market, Viessmann Climate Solutions’ primary customers are heating installation companies that count on Viessmann Climate Solutions not only for products, but also for training and critical support.

Overcoming the Legacy System

Viessmann Climate Solutions’ contact center is the front line for customer experience, and the stakes are highest during Europe’s winter heating season, when incoming support requests spike. “During the heating season, we need fast reaction times,” explained Dennis Scholz, Senior IT Project Manager at Viessmann Climate Solutions. “In the worst case scenario, a house is cold because the heating system has stopped working. In this case, we need a high level of responsibility and availability. Before we implemented Vonage in our contact center, we had outdated systems with no Salesforce Voice integration, which posed challenges for the team.”

Those outdated systems created a cascade of operational pain points that held the team back from delivering the level of service their customers deserved:

• Siloed Data: The platform operated separately from Viessmann Climate Solutions' CRM, Salesforce, disconnecting phone interactions from broader customer and case data. This left agents without a single source of truth while increasing inefficiencies.

• Lack of Flexibility: Highly customized, point-to-point integrations made change management difficult. Teams often had to wait for extensive development cycles to address new requirements.

• Manual Processes: Without unified, omnichannel routing, supervisors handled workforce allocation by hand, resulting in inefficiencies and additional overhead.

• Poor Reporting: Fragmented data limited visibility, leaving business leaders without reliable metrics or insight into customer interactions, providing poor insight into ways to improve customer service.

Viessmann Climate Solutions needed a modern, integrated solution capable of delivering seamless experiences across all channels (phone, email, and digital portals) and supporting seasonal, high-demand operations.

A Unified Platform for Seamless Operations

Scholz continued, “After evaluating multiple providers, Viessmann Climate Solutions selected Vonage Contact Center for its robust Salesforce integration, unified omnichannel routing, and support for artificial intelligence features—including the first non-English, Vonage AI Virtual Assistant in Europe. We took a structured, phased approach to help ensure improvements and successes were achieved along the way. The solution now supports more than 1,000 users across the company’s pan-European network.”

Key solution highlights:

• Seamless Salesforce Integration: All communications channels now feed directly into Salesforce Voice. Agents get a real-time, 360-degree view of every customer, including equipment information and service history, from a single dashboard.

• Unified Omnichannel Routing: Vonage automates contact distribution across both voice and non-voice channels, ensuring fast, accurate routing and minimizing manual intervention.

• AI-Powered Self-Service: Viessmann Climate Solutions uses a virtual agent to manage inbound requests, enabling automated guidance for common error codes and deflecting routine interactions so agents can focus on higher priority and more difficult customer requests.

• Collaborative Deployment: Implementation followed a structured, phased approach, starting in Germany – the largest, most complex market for Viessmann Climate Solutions– with cross-functional teams and tight collaboration between Viessmann Climate Solutions’ IT, endusers, and Vonage’s consultants. The pilot program accelerated learning along each phase and streamlined the pan-European rollout.

Smooth go-live, scale, and a foundation for growth

“Since implementation, our contact center transformation with Vonage has delivered immediate benefits,” said Scholz. “With our phased, test-driven approach, we were able to minimize disruption, even during peak heating season. Our integrated data and automated workflows have made the agents’ job easier, and the new robust change management process supports our adoption of new tools more quickly.”

Scholz went on to say, “Supervisors and business leaders now have real-time access to unified data, making it easier to manage team performance, report operational performance indicators, and make strategic decisions. Our solution with Vonage is built for continuous innovation, and we are already working on expanding the use of virtual agents to handle after-hours calls, for example.”

Building Confidence with Data-Driven Solutions

By deploying Vonage Contact Center, Vonage Premier for Salesforce Voice,  and Vonage AI Virtual Assistant, Viessmann Climate Solutions now has the integrated foundation to deliver exceptional customer experiences across Europe at any scale, in any season. 

Learn more about how Vonage Contact Center, Vonage Premier for Salesforce Voice, and Vonage AI Virtual Assistant can help your organization deliver market-leading customer experiences.