Portfolio
comevis
Thinking
Wir hören in Ihre Marke rein: Von der Exploration bis zum Tracking.
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Methodik: comevis Sonic Profiling
comevis
Design
Wir gestalten Ihren Klang:
Vom Audio Branding über die Klangarchitektur bis zur Corporate Voice.
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Methodik: comevis Sonic Coding
comevis
Make it Real
Wir gehen weiter:
In unseren Science Labs und unseren Studios.
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Methodik: comevis Sonic Producing
comevis Care
Performance Corporate Voice & Soundservices
Licensing (GEMA-frei), Services, Produktionsmanagement, QS, Joure Fix, Check, Report
CX Building
audibly better
With a central AI voice architecture and European conversational routing, we are shaping the future of customer service for GROHE.
Image Source: GROHE Media Center
GROHE
GROHE is a leading global brand for integrated bathroom solutions and kitchen fittings. Since 2014, GROHE has been part of the strong brand portfolio of LIXIL, a leading manufacturer of pioneering water technologies and building equipment. To offer “pure joy of water,” every GROHE product is based on the brand values of quality, technology, design, and sustainability.
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Source: GROHE, 2025
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We are delighted to accompany GROHE on its journey toward an internationally scalable, technologically intelligent service system. The collaboration combines strategic foresight with the courage to change, creating space for genuine innovation in communication with customers in Europe.
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The newly emerging infrastructure is thus not only a technological foundation, but also an expression of cultural change: toward a service understanding that preserves knowledge, reduces complexity, and measurably increases customer satisfaction.
Project Outline
Challenge
In 19 countries with up to 54 telephone numbers, there was no consistent structure for customer contact. Different systems, voices, and processes led to an inconsistent service experience and made maintenance and further development costly.
Methodology​
The voice touchpoints were redesigned from the customer's perspective. The result is a modular overall concept with standardized phone number design, centralized call flow, clear voice guidance, and situational audio design.
Result
The new CX system will create clear processes, centrally controllable content, and dialogue-oriented audio moods. The CX will be measurably improved. Central control also enables more efficient maintenance, uniform quality standards, and targeted optimization.
Sound of Collaboration
“Excellent service begins with clear structures and a shared understanding across national borders. Together with comevis, we have succeeded in developing a system that takes our service in Europe to a new level: centrally controllable, brand-appropriate, and sustainably scalable.”
Axel Korn, Leader Service, LIXIL Europe
Implementation
The strategic core lies in reduction: a multitude of national telephone numbers is transformed into a central contact structure – clearly accessible for customers and easy to manage for GROHE. Central conversational routing forms the backbone of this architecture: modular, brand-consistent, and internationally adaptable. Standardization creates the basis for a measurably improved customer experience and increased customer satisfaction in the future.
Transformation means decoding complexity.
Central conversational routing will replace country-specific IVR structures with a uniform design that remains locally connectable. VADio Creator enables subsequent language adjustments to be made directly from within the system - quickly, in a controlled manner, and scalably.
Empowerment
With VADio Creator, we provide GROHE with a powerful tool for designing audio/voice content flexibly, efficiently, and in line with the brand, and for adapting it as needed. To ensure that its full potential can be exploited, we provide support for the use of the tool beyond onboarding: with targeted training, application tips, and regular exchanges of experience.
Strategy
Transformation
International Project Management
An European-wide project with many stakeholders and technical depth requires one thing above all else: transparent, targeted communication.
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That is why we rely on a dashboard as a central point of contact for everyone involved. Project status, milestones, required information, and to-dos are presented clearly.
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The dashboard enables coordinated, traceable collaboration between headquarters, national subsidiaries, and all project partners and creates the conditions for a smooth rollout across all markets.
GROHE Conversational Routing
Centrally controlled, locally connectable
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By setting up a central conversational routing system, GROHE is creating a new service foundation for 19 countries: a structured menu tree, two defined voice profiles, and a scalable call routing system that is both brand-compliant and technologically future-proof.
Advantages of Conversational Routings
Analysis as Basis of System Architecture
This is based on a comprehensive analysis by comevis focusing on user perspectives, technical feasibility, and potential in terms of structure, language, and system management.
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The result is a consistent phone number concept (reachability) and a central call flow that efficiently structures brands, countries, and use cases. Adjustments can be made flexibly with VADio Creator.
Audio/Voice for Conversational Design
The audio concept, including targeted sound moods, supports auditory orientation and creates a recognizable atmosphere at the moment of contact.
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In the future, voices and content will be played via TTS technology - synthetic, consistent, and emotionally engaging.
Targeted Information Management
The call flow is designed to guide callers with simple information needs directly to the appropriate answer. If an issue can be fully resolved via voice messages or digital channels, the call ends automatically without transfer or waiting time.
This creates an efficient flow of information that both reduces the burden on the service and gives users a quick, clear solution.
VADio Tools from the C-Cloud
GROHE Creator Audio Voice
For dynamic content and updates within the IVR system, GROHE uses the VADio Creator. It enables fast and intuitive creation of new audio content without the need for complex audio production. Whether safety notices, seasonal information, or market-specific additions, individual audio modules can be created with just a few clicks and seamlessly integrated into the existing structure.
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Based on modern TTS technology, professional and multilingual voice content is generated efficiently.
GROHE relies on two defined voice profiles, used consistently across all customer service languages.
Automated quality control and customizable audio design options ensure clear, consistent, and emotionally effective audio output.
The images used come from GROHE media center and stock photo databases such as Pexels, Canva, WIX and Unsplash.