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The hidden cost of client communication: over 200 million Euros spent daily on customer e-mails
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German companies receive almost 55 million customer e-mails each day
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Processing costs can be halved
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Hamburg, Germany, 11th November, 2003 –
Every day, German companies receive about 55 million customer e-mails. According to research carried out by novomind AG, it costs around 220 million Euros – per day – to process these e-mails. German companies are losing over 109 million Euros a day. Why? Processing costs could be halved by sorting and categorizing incoming customer requests automatically.
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On average, each incoming customer e-mail costs the company four Euros. These costs are generated by the processing times needed to categorize the mail according to content and formulate a suitable response. In Germany, some 55 million incoming customer e-mails must be dealt with daily. These e-mails lead to costs of approximately 220 million Euros – costs which can be halved by implementing a professional e-mail management system.
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novomind iMail™ can be implemented here to provide administrators with the support they need to process incoming customer mails. The system automatically accesses e-mail accounts, extracts the e-mails and sorts them into individual categories. For specific – client-defined- categories, the system sends customers an automatic acknowledgement. Administrators receive interactive response support through the provision of suggested response texts. This enables a significant reduction in response times.
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novomind AG provides software for the customer communications sector, enabling optimized processes and lower costs. The solution focuses on future-oriented service, efficient and personalized communication and higher-performance administration. The self-service solutions provide e-mail management, real time communication and automated customer services via virtual assistants known as novomind IQ agents™. Leading companies from across the market sectors – including Bertelsmann, Otto, Sparkasse Erlangen, BKK Zollern-Alb, Travelocity and T-Systems – have already successfully implemented novomind systems to optimize customer loyalty and boost turnover.
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