A seamless shift to smarter, more flexible customer service

About LR Health & Beauty

Under the motto “More quality for your life”, the LR Group, headquartered in Ahlen/Westphalia, successfully produces and distributes various high-quality nutritional supplements and cosmetic products in 32 countries. As an attractive Social Commerce Company, LR supports personal exchange within its community through efficient digital solutions. The holistic tool “LR neo” offers the international partnership all business-relevant key figures and information for their LR business in one dashboard.

Since 1985, LR has been firmly established in the market as a “people business” focussed on people and personal consultation. In times of changing working environments, the business model is particularly appealing to those who are looking for more flexibility, a better work-life balance and greater financial independence.

The processing of aloe vera has been one of LR’s core competencies for over 20 years. Only the leaf’s valuable inside isused for the products. In Ahlen, the company has built one of the most modern aloe vera production facilities for aloe vera drinking gels in Europe.

A move towards flexibility and modern customer engagement 

When the contract for their Avaya IP Office system expired, LR Health & Beauty recognized a perfect moment to accelerate their digital transformation. The company set out to create a more flexible, hybrid-ready work environment while enhancing transparency, reporting capabilities, and scalability across all locations.
To achieve this, LR Health & Beauty brought together a cross-functional project team to explore next-generation communication solutions. Their objective was clear: identify a platform that integrates seamlessly with Microsoft Teams, supports long-term growth, and simplifies the daily workflow for both agents and supervisors. After reviewing several options, CC4Teams emerged as the right choice, earning unanimous five-star approval from the project team.

“As Program Manager, I’m excited about how seamlessly this project supported our digital transformation. CC4Teams is intuitive, user-friendly, and has noticeably elevated
the efficiency and quality of our daily operations.”

Jill Seidl
Program Manager, LR Health & Beauty GmbH

From planning to success

The first rollout in Germany focused on Voice and Power BI reporting as the foundation. LR Health & Beauty’s internal preparation, clear timelines, and commitment to testing significantly impacted the project’s success. Throughout the process, the CC4Teams solution provided the flexibility and integration needed to meet their goals and more.

The project team appreciated that their ideas and feedback were taken seriously. They emphasized how well the CC4ALL team listened, advised, and even introduced improvements they had not initially considered. Some of these enhancements have since become standard features in CC4Teams, benefiting other users as well.
(The implementation was delivered under CC4ALL’s Business Partner, Bechtle, with CC4ALL providing hands-on support throughout the process.)

“From the outset, we felt that we were in good hands. The advice, knowledge, and support we received
were outstanding; our questions were always answered, and we really appreciated the
professional and friendly way of the team.”

Tobias Schwienhorst
Service Center Manager, LR Health & Beauty LR Deutschland GmbH

Results that make a difference

After going live, LR Health & Beauty quickly experienced the benefits of the new setup:

• Agents work in one environment (Microsoft Teams), simplifying communication and reducing complexity
• Training time is reduced thanks to an intuitive interface
• Customer information is instantly visible through a new caller recognition database developed during the project
• Supervisors gain complete visibility through Power BI dashboards for performance, compliance, and quality control

 

“CC4Teams enables individual queues to be flexibly managed and the allocation of resources
to be optimised via a central platform. This integrated solution ensures efficient
processes, reduces response and waiting times, and improves
service quality in the long term.”

Alexandra Wall
Head of Contact Center, LR Health & Beauty Service Center & Partner Support, LR Deutschland GmbH

 

The caller database became a standout success

Previously, LR Health & Beauty lacked a central database for customer identification during incoming calls. CC4Teams introduced a simple, efficient solution that instantly recognizes customers and displays their IDs, saving time, reducing effort, and making daily work easier and more enjoyable for agents.

Looking ahead

Following a successful rollout in Germany, LR Health & Beauty is expanding into France. Having implemented AI-driven routing and summarization, LR Health & Beauty is now exploring broader AI capabilities to continue improving efficiency and customer experience.

 

A partnership built on trust and shared goals

For LR Health & Beauty, this project represents more than a system upgrade; it transforms how the company connects with customers and empowers its teams. By approaching the project with vision, preparation, and collaboration, they set a new standard for modern customer contact, and CC4Teams is proud to have helped to bring that vision to life.

 

“This project shows what’s possible when preparation, teamwork, and the right technology come together. LR Health & Beauty led with vision and focus, and CC4Teams helped make that vision a reality.”

Cees de Jong
CEO, CONTACTCENTER4ALL

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