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Villeroy & Boch builds a more
scalable customer experience with Talkdesk.

13%

increase in global availability.

50%

reduction in customer-facing
phone numbers.

Building a future-ready customer experience.

With a heritage spanning more than 275 years, Villeroy & Boch is a globally recognized premium manufacturer of ceramics, bathroom and wellness products, and dining and lifestyle solutions. As the company looked to simplify customer service operations, improve routing, and build a foundation for future growth, it partnered with Talkdesk.

For Claudia Pauli, Lead Customer Service at Villeroy & Boch, the relationship goes beyond technology. “What I actually really like about working with Talkdesk is that Talkdesk is a partner,” she says. “They’re not just implementing a system, but they also help us in change management and the whole integration process.”

By integrating Talkdesk with its existing business systems, Villeroy & Boch gained greater visibility into customer data and more control over how calls are routed and prioritized.

We at Villeroy & Boch think in generations, not just short term wins. Trust is the foundation of every customer relationship, and trust is built by daily interactions. Our customer experience vision is to provide a seamless journey for the customer at every touch point. They all need to have that perfect journey and our customer service is one of the teams that has a high impact building that great experience. Talkdesk helps us by providing us a stable and very intuitive system so our agents can really concentrate on talking with the people, getting the human touch into it. What I actually really like about working with Talkdesk is that Talkdesk is a partner. They're not just implementing a system, but they also help us in change management, in the whole integration process. They listen to us and they really try to understand how business works for us and find with us the best solution. Before we had Talkdesk, it was always switching between systems for the agents. And now with Talkdesk and especially with the integration into Salesforce, we have very great features just like at customer calls, it pops up automatically. We can go to sales force with just one click. The logs are called automatically, so that saves a lot of time for our agents. On the other hand, we have our admin teams, and for them, it's about independence. Before, they really had to raise IT tickets, wait for days that it will be solved, but now they can just change rooting rules, they can put on announcements and things like that. Talkdesk has a key vision of development where they want to go, and that also fits with our approach that we have that we want to integrate AI more into the daily work to support our employees in doing their job. We've talked as we really want to go that step further and be ready for the future.

We at Villeroy & Boch think in generations, not just short term wins. Trust is the foundation of every customer relationship, and trust is built by daily interactions. Our customer experience vision is to provide a seamless journey for the customer at every touch point. They all need to have that perfect journey and our customer service is one of the teams that has a high impact building that great experience. Talkdesk helps us by providing us a stable and very intuitive system so our agents can really concentrate on talking with the people, getting the human touch into it. What I actually really like about working with Talkdesk is that Talkdesk is a partner. They're not just implementing a system, but they also help us in change management, in the whole integration process. They listen to us and they really try to understand how business works for us and find with us the best solution. Before we had Talkdesk, it was always switching between systems for the agents. And now with Talkdesk and especially with the integration into Salesforce, we have very great features just like at customer calls, it pops up automatically. We can go to sales force with just one click. The logs are called automatically, so that saves a lot of time for our agents. On the other hand, we have our admin teams, and for them, it's about independence. Before, they really had to raise IT tickets, wait for days that it will be solved, but now they can just change rooting rules, they can put on announcements and things like that. Talkdesk has a key vision of development where they want to go, and that also fits with our approach that we have that we want to integrate AI more into the daily work to support our employees in doing their job. We've talked as we really want to go that step further and be ready for the future.

Stronger performance through smarter routing.

Villeroy & Boch already had strong availability metrics before implementing Talkdesk. The goal wasn’t simply to improve an existing KPI—it was to create the flexibility and scalability needed for the future. “Even before Talkdesk, we already reached some good KPIs, especially in availability,” Pauli explains. “But with Talkdesk, we really want to go that step further and be ready for the future.” With customer data available in real time, teams can better determine where calls should go and prioritize customers based on their needs. This helped increase global availability from 85% to 96%, a nearly 13% relative increase, while reducing the number of phone numbers by 50%, from more than 80 to approximately 40.

Challenging existing processes.

For Villeroy & Boch, the implementation was also an opportunity to rethink how teams work—not simply replicate existing processes on a new platform. Pauli encourages other organizations to use technology transformations as an opportunity to challenge established ways of working: “My main advice is to really use the implementation as an opportunity to challenge your existing processes and break up team silos. Really, do not just copy paste your old system into the new system.”

The company also focused on involving teams early, challenging old habits, and making better use of data integration. “In short, really involve your teams early enough in the process. Cut off the old habits, challenge the processes, and really think about the data integration,” Pauli says.

A foundation for what’s next.

Villeroy & Boch views its investment in Talkdesk as a long-term opportunity to scale its customer experience capabilities and prepare for the next generation of customer service. Rather than focusing solely on immediate improvements, the company is investing in a platform that can evolve with its business. “We actually think in generations, and not just short-term wins,” Pauli says. “That’s why we also wanted to invest in the future, in the next generations, not just short-term quick wins.”