Real time alerts enabled proactive issue resolution and quick fixes, including resolving silent alerts caused by corrupted audio files. Proactive monitoring also improved operational efficiency by ensuring 99.96% uptime, minimizing downtime, and supporting continuous global operations. Regular communication with Klearcom’s support team provided timely assistance and valuable insights, strengthening collaboration and fostering a seamless partnership.
Klearcom Enhances Danfoss' Triage & Issue Resolution Process
Danfoss, a global leader in engineering solutions, produces a wide range of products including cooling and heating devices, power solutions, and energy drives.
The company’s IT team supports internal and external communication systems, including telephony, chat, and collaboration tools.
“Klearcom rapidly restored Danfoss’s critical telephony services during peak operations.”
“When a carrier unexpectedly cut off services over Christmas, Klearcom stepped in to resolve the issue swiftly. By proactively addressing silence alerts and maintaining seamless communication, Klearcom enhanced Danfoss’s issue resolution process across multiple countries.”
Francis Mercado
Senior IT Consultant
- Danfoss
24/7
Customer support from Klearcom’s 24/7 365 days a year NOC center and Client Operations Team.
100+
Languages and dialects transcribed globally at the click of a button.
340+
Carriers available for local testing globally, both fixed line and mobile capability.
100+
Countries Available for Toll-Free Number Testing with local number and IVR validation
Challenge:
Several operational challenges with numbers, particularly with managing alerts and maintaining seamless communication services.
Solution:
Real-time monitoring and discovery of IVR systems to allow testing of hundreds of phone numbers across various intervals.
Results:
Real-time alerts enabled proactive issue resolution and quick fixes, including resolving silent alerts caused by corrupted audio files.
Challenge
Danfoss faced several operational challenges with its numbers, particularly with managing alerts and maintaining seamless communication services. In December 2023, one of its carriers unexpectedly cut off Danfoss’ connection due to paperwork restrictions. Klearcom’s team alerted Danfoss over the Christmas period about the issue, which enabled Danfoss to immediately intervene and fix the issue.
Additionally, in January of the following year, Danfoss received silence alerts on numbers in Germany, the Netherlands, and Spain due to corrupted audio files from failed menu tone applet updates by their carrier. These issues highlighted the need for a robust, real-time monitoring and alert system to preemptively address and resolve such critical problems before they impacted Danfoss’ customers.
Solution
Klearcom provided Danfoss with a comprehensive solution that included real-time monitoring and discovery of IVR systems. This enabled Danfoss to test hundreds of phone numbers across various intervals, ensuring consistent performance and quick identification of any issues.
Klearcom’s non-instrusive SaaS platform required zero integration and required no significant changes to Danfoss’s existing systems. Danfoss found the customer support from Klearcom invaluable. Empowered by Klearcom’s 24/7 365 NOC center and Client Operations Team, Danfoss proactively addressed carrier issues and enhanced their alert management and system reliability.
Klearcom’s solution allowed Danfoss to:
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Test numbers on-demand
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Schedule automated tests in 100+ countries
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Real-time monitoring and discovery of IVR systems.
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Test hundreds of phone numbers across various intervals
Klearcom’s platform provided comprehensive testing for:
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Connectivity
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Call quality
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IVR functionality
The flexibility of the platform also enabled Danfoss to test different networks in specific regions, helping ensure seamless performance across multiple global locations.
Implementation
Since adopting Klearcom’s solution, Danfoss has been able to monitor its telephony systems in real-time, significantly improving the company’s ability to detect and address issues promptly. The Danfoss IT team now uses Klearcom to define testing intervals and expand monitoring beyond just phone calls to include service data integration and collaboration tools.
During its free trial period, Danfoss was able to identify that Christmas messages were still being played in April, an oversight that was promptly corrected. Klearcom’s system provided real-time alerts for issues like the silent alerts due to corrupted audio files, allowing for immediate triage and resolution.
Implementation
Since adopting Klearcom’s solution, Danfoss has been able to monitor its telephony systems in real-time, significantly improving the company’s ability to detect and address issues promptly. The Danfoss IT team now uses Klearcom to define testing intervals and expand monitoring beyond just phone calls to include service data integration and collaboration tools.
During its free trial period, Danfoss was able to identify that Christmas messages were still being played in April, an oversight that was promptly corrected. Klearcom’s system provided real-time alerts for issues like the silent alerts due to corrupted audio files, allowing for immediate triage and resolution.
Results
Proactive issue detection with real time triage and alerts
Resolving silent alerts caused by corrupted audio files
Faster migrations with accurate documentation and validation
Minimizing global downtime with 99.96% uptime
Conclusion
Klearcom’s solution has enabled Danfoss to ensure seamless and reliable communication across their operations, enhancing their ability to provide top-notch service to their customers.
This partnership exemplifies how innovative technological solutions can elevate service standards and operational efficiency in the engineering and manufacturing industry.
Danfoss plans to further integrate Klearcom’s capabilities, including ServiceNow integration and single sign-on, thus streamlining their processes. They also aim to expand the use of Klearcom’s tools to test additional phone numbers and endpoints.
Danfoss has had a positive experience working with Klearcom, highlighting the ease of use, the responsiveness of the Klearcom support team, and the overall reliability of the solution. The IT team appreciates the proactive monitoring and the ability to catch issues early, which has significantly improved their service delivery.
At a Glance
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IVR testing across 100+ countries
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Peace of mind knowing systems are always functioning at optimal levels.
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Reduce manual interventions and gain real-time visibility into IVR and Toll-Free number performance.
"Partnering with Danfoss has been instrumental in showcasing the effectiveness of our real-time monitoring solutions.”
Christine Ramsey
Head of Client Operations, Klearcom
Speak with the
klearcom team today!
