Future-ready CX, Remmers’ strategic move to intelligent telephony.

About the Remmers Group

With over 70 years of innovation, Remmers Group is a European leader in high-quality building chemical products, wood paints, and coatings. Operating in Germany and 18 other countries, their mission is quality, sustainability, and continuous improvement, from the ground to the roof.

The Challenge: evolving Customer Contact for a global business

Remmers needed to unify their fragmented communication systems across borders. The limitations of their on-premise solution such as manual call forwarding, lack of caller info, and no monitoring, were no longer acceptable for a modern, international organization. Remote work, scalability, and customer-centricity became non-negotiable.

“With CC4Teams, we’re not just answering calls, we’re anticipating needs. It enables us to deliver service that’s fast, efficient, and aligned with our quality standards.”

Bernd Eilers
E-Commerce & Digital Services, Remmers Group

The answer: a unified solution built for Microsoft Teams

Remmers chose CC4Teams, a Microsoft-certified, AI-powered contact solution that integrates natively into Microsoft Teams. This allowed them to build a scalable, cloud-first communication structure: one platform, consistent service, covering multiple divisions in multiple countries.

Key benefits of CC4Teams

By choosing CC4Teams, Remmers unified its customer contact across countries and departments, directly within Microsoft Teams. The solution supports international growth, multilingual teams, and scalable service operations, all while ensuring compliance and usability across the board.
Agents and supervisors benefit from a familiar interface, real-time dashboards, and built-in AI capabilities that improve both efficiency and service quality.
Key benefits include:

• AI-enhanced voice capabilities, including:
  • Voice IVR: Natural language-based call routing
  • Voice transcription & summarization: Powered by Azure AI & OpenAI
  • AI queue redirection: Automatically routes to the best-fit agent
  • Custom variable fields: Capture intent and priority up front
• Seamless SAP integration:
  • Agents instantly access customer data during live calls, no switching screens, enabling faster identification and more personalized service
• Scalable Microsoft Teams-native solution:
  • Supports global rollouts with consistent user experience and enterprise-grade security

A strategic, phase-by-phase Implementation

Remmers approached the rollout methodically. A cross-functional project team analyzed requirements, engaged key users, and implemented the solution in structured phases—starting with customer-facing departments and expanding to internal teams and international branches. This ensured adoption, stability, and momentum from day one.

“From a technical perspective, CC4Teams impressed us with how deeply it integrates into Microsoft Teams, and how easily we could enhance it with AI. Features like call transcription, IVR, queue redirection, and SAP integration. Not just ‘nice-to-haves’, they’re now essential for supporting our global users effectively.”

Oliver Lücker
Bereichsleiter IT und Prozess, Remmers Group

The results: smarter service, global efficiency

• Over 78,000 calls handled (March–December 2024)
• >85% first-time call resolution*
• Data-driven improvements based on seasonal trends
• Unified global experience with localized flexibility
• Faster issue resolution through intelligent call routing and transcription

What’s next?

Remmers is just getting started. Next steps include:

• Expanding into email and WhatsApp for true Omni-Channel support
• Further enhancing master data for improved caller identification.
• Continuing rollout to new teams and international subsidiaries

“Working with Remmers has been a perfect example of what happens when vision meets execution. Their strategic choice to integrate CC4Teams shows how legacy excellence can evolve into modern, AI-powered customer contact, scalable across teams, languages, and borders.”

Cees de Jong, CEO CC4ALL

Conclusion: a future-proof foundation

At Remmers, “getting it done” has been the mindset since 1949, thanks to founder Bernhard Remmers. And with CC4Teams, that spirit continues today, now powered by innovative, scalable technology. Remmers has built a resilient, intelligent, scalable contact solution ready for global growth. It’s more than a technical upgrade; it’s a transformation in how they connect with customers.

“Global reach. Local service. And the intelligence to bring it all together.”

 

 

*With 85% first-time resolution, Remmers exceeds industry norms—especially impressive given their global scale and multilingual setup. Most inquiries are resolved on the spot, improving satisfaction and efficiency.

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