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novomind wins the contract to build the BfA’s online support system
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German Federal Insurance Institution For Employees (BfA) adds to online support offerings
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Hamburg-based software provider wins contract after BfA’s call for proposals
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Hamburg, Germany, July 18th, 2005 –
In future, online requests sent to the BfA (German Federal Insurance Institution For Employees) will be answered via an internet chat. Following the BfA’s pan-European request for proposals, novomind AG emerged as the winner of a contract to develop and implement an online support system. As part of the collaboration, BfA employees will be equipped with the novomind TrueTALK™ live-chat software.
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The BfA wants to integrate an online support function. Customer queries are already processed via a service hotline and the aim in future is to boost the current service level through the provision of software-based online service. novomind won the contract from the BfA’s Europe-wide request for proposals on the basis of their Self Service Suite™, a cross-channel communication solution enabling projects to be realized stage by stage. BfA employees will be equipped with the novomind TrueTALK™ live-chat system - a novomind Self Service Suite™ module. The system for interactive internet communication in realtime is designed to support up to 30 BfA employees. The software will generate automatic responses to customer queries, which a service agent can extend or modify as required. If the requested information can be found on a different website, the agents can access them in realtime and display them directly alongside the customer response. Customer questions - in particular standard requests and FAQs – are dealt with more effectively and in significantly less time. The system knowledgebase is constantly extended using dialogs between employees and customers. The novomind Self Service Suite™’s standardized IT architecture enables the current knowledgebase to be developed further for alternative communication channels at a later stage.
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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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