From Challenges to Results: Kärcher increased customer satisfaction on the helpline to 94%.

About the company:

Kärcher Sp. z o.o. is a world-leading provider of cleaning technology, present in the market since 1935. The company employs over 16,000 people in 82 countries and achieves sales of over 3.2 billion euros annually. It has been operating in Poland since 1993, delivering innovative cleaning devices to customers that combine functionality, ease of use, and attractive design. Kärcher values innovation, sustainability, and care for customer needs, which is confirmed by numerous awards, such as design distinctions and over 1,800 patents.

The situation before implementing Thulium:

Before implementing the Thulium system, Kärcher used separate solutions for customer service:

PBX integrated with CRM
E-mail handling systems
Chat systems
Allegro and reporting systems

Each channel operated in a separate system, which required consultants to switch between different tools, slowing down their work and making performance management more difficult. Reports from different systems were also hard to compare.

The main operational challenges at Kärcher included:

The need to switch between communication channels (phone, e-mail, chat, Allegro).
A lack of consistent comparative reports between channels.
Lack of flexibility in the helpline - IVR changes had to be made by an external provider.
Difficulties in prioritizing service requests.
Lack of access to the full history of customer communication.

Kärcher's main goals included modernizing customer service by implementing a single omnichannel system that would integrate all communication channels. The company also needed a modern tool for building IVR that could be quickly modified internally, as well as a tool for measuring customer satisfaction and managing contact history in one place.

Solution: Kärcher decided to implement the Thulium system, which integrated all communication channels (helpline, email, chat, Allegro) into one tool.

We needed an omnichannel system that would allow us to manage all customer communication channels in one place, saving our consultants time and ensuring ease of use. An essential aspect was also the implementation of a customer satisfaction rating system across various channels, along with having the full contact history stored in one tool.

Monika Adamczyk, Contact Center Manager at Kärcher

Implementation of Thulium:

Kärcher chose to implement Thulium because the system met all requirements for omnichannel customer service while offering advanced helpline features and more efficient management of tasks and consultants’ working time.

The integration included:

Consolidation of all communication channels (email, chat, phone) into a unified system.
Setting up automation in the ticketing system and IVR tree for the helpline.
Modernization of the helpline with the implementation of an IVR managed internally.
Launch of a customer satisfaction rating system.

The Thulium Implementation Process:

The introduction of the Thulium system at Kärcher began with a detailed analysis of the company's needs and an attempt to translate them into specific system functionalities. After initial discussions and basic configurations, a 14-day trial period of Thulium. was launched. Following the successful test phase, intensive work began on the full configuration of the system.

Due to Kärcher’s unique requirements, the configuration process was divided into stages: starting with the implementation of the helpline, ticketing system, and chat. Over the course of 3 months,Kärcher tailored the system to perfectly match its needs, aiming to ensure optimal performance in every area.

We chose a local company from Kraków that had excellent customer feedback. While comparing offers and exploring different solutions on the market, Thulium proved to be a flexible partner - not only offering a powerful system, but also showing a strong commitment to individual client needs and to the continuous development of their product based on customer feedback.

Monika Adamczyk, Contact Center Manager at Kärcher

Benefits of Implementing Thulium:

Thanks to the implementation of Thulium, Kärcher gained a comprehensive tool for managing customer service across all communication channels. Most importantly, the solution simplified consultants' workflows and significantly improved the quality of customer service. Kärcher particularly appreciated the ability to quickly configure the IVR system, allowing the team to rapidly adapt to both internal changes and customer needs.

What Did Kärcher Gain?

A modern, internally managed IVR system that enables the Kärcher team to respond quickly and adjust service paths to current customer needs - without relying on external providers.
All communication channels integrated into a single platform, greatly improving consultant efficiency by eliminating the need to switch between multiple systems.
A complete overview of past customer interactions across all channels, helping consultants deliver more personalized and coherent service.
Customer satisfaction tracking across all communication channels, enabling the company to monitor client satisfaction in real time and continuously improve service processes.
Optimized workflows and simplified consultant tasks through an intuitive interface and automation of repetitive actions, allowing the team to better manage their time.
Categorization of calls, emails, and chats, which allows the team to identify common issues and adjust service processes accordingly.

Additional features: Kärcher takes advantage of the advanced IVR configuration options and detailed user permission management. However, one especially useful feature has been live supervision, which allows supervisors to join a call while a consultant is speaking with a customer - particularly valuable for training new employees and supporting them during live conversations.

Thulium brought a new dimension to customer service. Above all, we see added value in the improved comfort of our consultants’ work and the convenience for customers through more efficient service. All key contact channels are now in one system, and reports clearly highlight both our strengths and areas for improvement. We can quickly identify bottlenecks and adjust IVR settings in minutes to minimize any negative impact on customers.

Monika Adamczyk, Contact Center Manager at Kärcher

Results / Future Plans:

The implementation of Thulium at Kärcher delivered impressive results, thanks to the close collaboration between both teams and clearly defined objectives. Let’s look at the numbers:

Call pick-up rate exceeding 90%.
80% of calls answered within the first 20 seconds.
Customer satisfaction with phone support at 94%.
50% of email inquiries receive a response within 60 minutes, and the average response time for new tickets is under 3 hours.
79% of issues resolved during the first customer interaction.

Implementing Thulium has had a significant impact on customer care, resulting in better feedback and stronger customer relationships. Looking ahead, Kärcher continues to explore new ways to improve its processes - together with Thulium.

Kärcher now benefits from a modern customer service management tool that not only optimizes operations but also enhances customer satisfaction.

You can also optimize your team's efficiency. Learn more on Thulium>>