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Better customer service: Otto Freizeit & Touristik invests in novomind’s e-mail management technology
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Two out of five customers expect same-day response
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Browser-based web client provides flexible customer service
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Hamburg, Germany, June 20th, 2005 –
A current study shows that one in ten consumers expects companies to respond to incoming e-mails within the hour. One in four wants to receive an answer the same day. To meet high customer demands, travel providers Otto Freizeit & Touristik GmbH (OFT) has opted to invest in novomind’s Self-Service Suite e-mail management component (novomind iMail™) to process customer e-mails internally in the company contact center, replacing the Avaya Message Care e-mail software. The novomind system automatically distributes incoming e-mails to customer service agents according to availability. And team leaders can check at all times to see how effectively incoming customer queries are being processed. Supervisors have constant access to a sophisticated tool enabling them to manage and monitor the complete e-mail response management process.
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A day in the life of many call centers: customers are kept waiting for responses to e-mails they sent several days before while chaos reigns supreme in the customer care department. Some service agents are underemployed; others are unable to finish the allocated workload on time. The reason: inefficient distribution of customer queries - losing a company valuable time and deterring customer waiting impatiently for an answer to their questions. An efficient e-mail management system helps solve these problems. The software automatically distributes incoming e-mails to individual customer care agents according to their current workload and areas of expertise. This guarantees a more rapid response rate while boosting the response quality. And it’s not just the customers who benefit from the new technology. Service agents can process e-mail queries at any time from any location. Why? They access the e-mails from an easy-to-use and technically fully developed internet page.
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Team leaders are provided with functionality enabling them to check that queries are being answered efficiently at all times. For example, they can access a real time report to view a summary of currently unprocessed e-mails. In addition, the system enables detailed, task and target-oriented reports to be generated for the contact center agents involved. However, the tool offers much more than just quality control. Supervisors can view incoming and outgoing e-mails and intervene to re-distribute workloads manually if capacity is at risk of being exceeded. One major advantage: the contact center supervisor gains a rapid overview of customers’ most frequently-asked questions and is always able to provide his or her team members with fully up-to-date information.
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Otto Freizeit & Touristik GmbH (OFT) is a holding company comprising all Otto group businesses which are active in the tourism branch. A combination of travel agencies, call centers, direct marketing and internet offerings has enabled OFT to implement a highly successful multi-channel sales strategy. During the financial year 2004, the company saw turnover increase by +13 percent - a figure significantly above the current market growth rate. And travel activities in the current financial year 2005 are continuing to exceed general market expectations. OFT is a member of the Otto group, consisting of around 120 businesses in 19 countries across Europe, America and with a predicted turnover of more than 14 billion euros in the financial year 2004/2005. Using the slogan "Einfach Urlaub” ("The easy way to holiday"), the group member Otto Reisen complements the concern’s mail order activities with telephone and online services enabling customers to book tourist offerings easily and rapidly. With more than 20 years of experience and expertise, Otto Reisen is one of the top-rated and highest-performing tourism call centers in Germany.
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novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors - including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) - have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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