DEKRA uses Easy Call Report for Microsoft Teams

Easy Call Report 2.0: A must-have at DEKRA for Microsoft Teams call queues!

The German audit company DEKRA uses Microsoft Teams for communication and telephony. To improve call management, we have implemented a cloud add-on for DEKRA: Easy Call Report.

Microsoft Teams does not support the display of missed or accepted calls within call queues. Easy Call Report now enables the logging of missed and answered calls and displays them in a call history for the respective call queue. This means that DEKRA never misses a call and can efficiently maintain contact with customers and partners.

The Easy Call Report notifications display the received and missed calls.

Employees can call back directly, leave a note or mark the call as completed.

The challenge: Tracking calls from 500 call queues

The biggest challenge is the volume of calls and their efficient processing. In the Easy Call Report Professional version, employees have the option of displaying all calls of a call queue in an organized list. Functions such as searching, filtering and processing individual calls are also available. IT is supported in the management of the call queues by an easy-to-use administration interface.

The clear call history for each employee makes it easy to process missed and completed calls.

The solution: Efficient operation and low costs

Easy Call Report integrates seamlessly into the existing Microsoft Teams landscape and
enhances it with the following functions:

• Clear display of missed/answered calls based on call queues, auto attendants or even individual resource accounts
• Simple collaboration in the telephony teams to manage the callbacks of missed calls
• Integrated task management with Microsoft Planner
• Integration of ERP, CRM or other third-party systems to resolve numbers or document calls there too

These enhancements increase the efficiency of DEKRA’s call management and make employees’ day-to-day work easier. A very cost-efficient solution, as we were able to expand the existing Microsoft Teams communication and telephony software with the Easy Call Report.

Easy Call Report has significantly improved our call management. Missed calls are promptly sent as a message to a Teams channel. The call history introduced in version 2.0 is a milestone and enables calls to be processed efficiently without additional work. The easy worldwide introduction has noticeably increased our customer service – a clear step forward for DEKRA.

Levente Kovács Senior Rollout Manager