When customers make a financial decision, every minute matters. With NFON Contact Center, Pfando brings phone, email, WhatsApp, SMS and webchat together in one central omnichannel platform, creating the foundation for faster responses, transparent management and scalable service processes.
With NFON Contact Center, Pfando has brought its service communication together in one central omnichannel platform. Today, the company manages phone, email, WhatsApp, SMS, webchat and outbound campaigns in one system, supported by real-time dashboards, automated callback processes and standardised workflows.
Pfando is a Europe-wide company in the field of alternative financial services. Customers receive short-term liquidity while continuing to use their vehicle. This business model depends on direct customer contact, clear communication and fast response.
As the company grew, enquiry volumes, the number of channels and the requirements for customer service management increased. For Pfando, it therefore became increasingly important to maintain a central view of all service contacts and respond quickly to peaks in demand.
In a financial services environment, a missed call is more than an open enquiry. It can mean that a customer has to wait longer for support, a deal is lost or a service process slows down.
Pfando is a Europe-wide company in the field of alternative financial services, headquartered in Berlin. The company has around 120 employees and operates numerous branches with direct customer contact.
Its business model is based on the sale-and-rent-back principle: customers sell their vehicle, receive short-term liquidity and can continue using it at the same time. For customer service, this creates high expectations around availability, reliability and transparency at every stage of communication.
Before introducing NFON Contact Center, Pfando worked with several separate systems. Phone, email, WhatsApp, SMS and webchat were handled separately. As a result, there was no central view of workload, service levels or ongoing customer contacts.
In daily operations, this led to delays. When peaks occurred, they could not be actively managed because the required data was not available in real time. Reporting had to be compiled manually from different sources, and system adjustments could only be made with delays.
For a growing service team, this structure increasingly became a limitation. Pfando wanted to scale customer service across multiple locations without more channels automatically creating more complexity.
With NFON Contact Center, Pfando now brings its customer communication together in one central omnichannel platform. Phone, email, webchat, WhatsApp, SMS and outbound campaigns all run in one system. This gives teams and managers a shared basis for daily service management.
Real-time dashboards show how many enquiries are coming in, where bottlenecks are emerging and which channels are under particular pressure. Agents can respond faster, take on additional calls or prioritise tasks across channels.
The handling process itself has also become more structured. Standardised templates and workflows help teams answer emails, WhatsApp messages and SMS faster and more consistently. This reduces manual work, lowers the error rate and supports the use of approved wording and guidelines in customer communication.
Pfando manages phone, email, WhatsApp, SMS, webchat and outbound campaigns in one platform.
Dashboards show current workload, open contacts, service levels and cross-channel activities. Reports can be created more easily and used to manage daily operations.
When customers cannot get through immediately, automated callbacks help reduce lost contacts and improve availability.
Predefined answers and structured processes speed up handling, reduce errors in customer communication and support growth to more than 100 agents.
Since introducing NFON Contact Center, Pfando has significantly improved service availability. Previously, availability was around 50%. Today, Pfando reaches approximately 80%. For customer service, this means fewer lost contacts, faster response times and better control in daily operations.
Pfando was able to increase availability from around 50% to approximately 80%. As a result, customer contacts are lost less often, enquiries are captured faster and service remains more stable even during higher enquiry volumes.
With NFON Contact Center, Pfando scaled from around 15 to more than 100 agents. The platform supports multiple locations and makes it possible to manage growing service volumes without unnecessarily increasing complexity in daily operations.
Dashboards show Pfando at any time how many enquiries are coming in, which channels are particularly busy and where bottlenecks are emerging. This helps teams respond faster, actively manage peaks in demand and make decisions based on current data.
Automated callback processes help pick up abandoned calls again and reduce lost customer contacts. Standardised templates and workflows also speed up handling across all channels and create greater consistency in customer communication.
Everything in one system, everything in real time. For us, that is a real game changer in customer service.
Carsten Vieth
Head of Customer Service, Pfando ’ s cash & drive GmbH
Alongside the technology, close collaboration with NFON was a central success factor for Pfando. In workshops, requirements were reviewed together, processes were set up cleanly and the solution was developed further so that it would genuinely work in daily operations.
Pfando and NFON did not simply implement requirements technically, but questioned and improved them together. This created a solution that was not introduced according to a standard template, but was aligned with the real processes in customer service.
When changes are needed in daily operations, speed is especially important for Pfando. Thanks to short communication paths, direct alignment and reliable support, adjustments can be implemented quickly.
The solution was not simply built around an initial idea, but developed further together. Requirements were reviewed, documented and translated in a way that admins and teams could understand and use.
The introduction of a new contact centre solution has become a long-term service foundation. Pfando can now further develop its communication and prepare the next steps towards automation in a targeted way.
With NFON Contact Center, Pfando has created the foundation for scalable omnichannel customer service. The next stage lies in intelligent automation, especially in email. Pfando plans to use NFON AI Bots as a mailbot to automate recurring email enquiries more strongly and further relieve service teams.
The focus remains the same: customer service should continue to grow without creating additional complexity. Recurring tasks should be automated wherever they currently cost teams time. Employees should be able to focus more strongly on the conversations and issues where personal contact, advice and fast decisions make the greatest difference.