Union Investment implements novomind’s e-mail management system

novomind iMail™ boosts e-mail response quality
Browser-based web client enables flexible customer service

Union Investment is ranked second in an e-mail customer service survey  
Since November, 2005, investment company Union Investment has successfully been using the novomind Self Service Suite™ e-mail management component, novomind iMail™. The advantage of the e-mail management system is its capacity to distribute all incoming customer e-mails automatically to individual customer agents according to availability and specialist field. "This guarantees rapid response times and better response quality. Implementing novomind iMail™ is bringing dividends," says Ms Kuch, Head of Brokerage and Assets at Union Investment. The company is known for its excellent customer service: last year, the financial services provider was already placed second in an e-mail response survey of German credit institutes. 
  
Comprehensive controls and flexible support  
As well as the customers, service staff are also benefiting from the new technology. They can view and process e-mail queries at any time using a sophisticated and transparent internet page. It is possible to check the efficiency of any given e-mail response at any given time. The group leader can access e-mails which still require processing in real time. Furthermore, the system generates comprehensive reports about the work carried out by contact center agents. But the tool has a lot more to offer than just a series of controls to check efficiency. The supervisor can view incoming and outgoing e-mails and re-route tasks manually if capacity is low. In addition, supervisors gain insight into the main questions concerning customers and can provide staff with information that is continuously and consistently up to date. 
  
novomind: a leading provider of intelligent software solutions
The Hamburg-based software provider, novomind, is the fastest-growing company in the field of electronic customer communication and e-mail management. As a leading provider of digital customer communication solutions, novomind AG offers software solutions tailored to guarantee customers better, more individual service - significantly improving customer administration and generating a rapid return on investment. The product department’s portfolio includes the novomind Self Service Suite™. The software package contains the full range of communication modules needed for a customer service center: e-mail management, virtual customer assistance and systems enabling interactive, real time communication online - all in one, centralized knowledge database.
The novomind services department develops complex e-business applications that include scalable online shop solutions. Over 40 leading companies have opted for novomind technology so far, including Citibank, the Otto Concern, Yello Strom and the German pension insurance office. EnBW and Mexx, as well as public sectors representatives such as the German Parliament and the Federal Ministry of Finance, have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.

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