Case Study

Instant customer context in the call center through SAP-backed caller identification

completed

Manufacturing

Summary

In customer service, every second counts. We built a tool that identifies inbound phone numbers and links them to SAP-based customer data, so agents see which company is calling — and what's open — the moment they pick up.

Client

Würth IT

Manufacturing

Based in Germany

SAP Integration
Telephony Events

The Task

Challenge

Agents were losing valuable time identifying the caller and then manually researching their context, especially for business customers with multiple entities, contacts, and open transactions. Every customer contact started with unnecessary friction.

Our Solution

Results

Agents enter conversations faster with less manual research. Shorter reaction times, less operational friction, and better first-contact service quality.

The Work

What we’ve built

A tool that recognizes inbound numbers, matches them against relevant SAP data views, and surfaces the right context for service or sales: company identity, open orders, service cases, and related information — enriched at the exact moment the call arrives.

Supporting Platforms & Tools

Takeaway

The best service tools aren’t the biggest systems — they’re the ones with the most precise situational value. Delivering the right information at exactly the right moment lifts efficiency and customer experience simultaneously.

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