Ready to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get startedReady to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get startedBreitling's Evolution and the Role of Aircall: A Firsthand Account
As Aircall celebrated its 10th anniversary, we at Breitling celebrated 140 years of making some of the most beautiful watches the world has seen. And I, for one, think it’s wonderful that two such contrasting companies, born 130 years apart, can combine their completely different histories, products, and approaches into a powerful partnership with a unified goal: to deliver exceptional customer experiences.
Hi there! I'm Kristof Desmedt, the Global Contact Centre Manager here at Breitling. I'm thrilled to share a bit of our journey, the evolution of our customer communication, and the fantastic role Aircall has played in moulding our story.
Let’s turn back the clock for a second
Three years ago, we freewheeled down an exciting road as we transitioned from a wholly distributed brand to a more direct-to-consumer model. We set out to conquer new horizons - exciting yet challenging, invigorating yet daunting. As we started on this journey, we pinpointed three significant challenges we needed to tackle:
Find the right setup
Train our dedicated contact centre teams
Foster an internal culture of evolution and growth
Embarking on this journey was a challenge, but it's one we looked forward to. There were things to learn, and it was important to have the right partners on our side as we navigated these uncharted waters.
Enter Aircall.
Time for change, with Aircall
We found Aircall to be the partner that could transform our operations. By syncing our communications data with Salesforce, having a panoramic view of customer interactions, and accessing an impressive suite of features - from IVRs to dashboards, call recording, and transcription - we knew we’d be able to face the tests heading our way. Aircall’s technology became an integral part of our toolkit; vital in helping us scale globally and improving our efficiency in handling customer communications.
Our journey with Aircall has brought more than efficiency - it's empowered us to build better relationships with our customers, thanks to a rich suite of features providing an end-to-end communication snapshot.
Seeing success by the second…minute…hour
A huge measure of the platform’s success was the simple integration of our phone numbers into the Aircall platform. Set up was easy. Integration with Salesforce and our other tools was smooth. Overcoming market limitations became easier as we were able to bring in other parties via SIP trunk - all this while planning to onboard more markets like China and Japan. Incorporating other parties into Aircall has helped us work for complex markets, and we’re excited by the potential to expand further still.
Our partnership with Aircall has demonstrated that top-level customer service doesn't have to come at the cost of efficiency analysis and technical prowess. With Aircall, we haven’t just advanced technically, we’re also seeing marked improvements in sales and customer service. Most notably, an agent sold a high-end watch worth over $65,000 over the phone! A testament to Aircall's excellent call quality and joined-up system. Even during a worldwide outage, Aircall’s system stood robust, allowing us to stay connected with our customers.
Human-first, powered by AI
In a world that is increasingly digitising and automating, we at Breitling understand the undeniable importance of the human touch, especially in the luxury industry. While AI and chatbots have clearly increased efficiency and improved customer service, we firmly believe that these technologies will not replace human agents. Luckily for all of us, the team at Aircall agrees. Madelyn Deprey (Aircall’s Global VP of Customer Success) and I have had many enlightening conversations about using AI and Aircall for automating laborious processes, which we’re exploring now. But nothing can replace the connection a customer feels when speaking to a person on the other end of the line.
Where to next? Only time will tell
Today, as we celebrate our 140-year anniversary and our partnership with the NFL, our journey continues, enhanced by Aircall’s offerings. When asked about what advice I’d give to businesses considering a similar transformation, I'd say start small! Retain the structure of your existing phone system and gradually build on it. Explore Aircall’s flow builder, it's a powerful tool.
Our journey continues, and as we onboard new technologies and markets, we know we have a rock-solid partner in Aircall, empowering us all the way.
Check out Aircall AI to learn more about how Aircall can help you become more efficient but keep it human.
Published on December 6, 2024.
