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Online customer service: buch.de opt for a novomind software solution
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Fast, personalized e-mail processing thanks to novomind iMail™
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Ongoing extension of all-round customer service offerings
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Hamburg, Germany, February 28th, 2006 –
buch.de internetstores AG is the second-largest online book and media retailer in the German-speaking region. And now, it has decided to extend its customer service palette to include a new component: novomind’s e-mail management system. By implementing novomind iMail™, the e-mail management module from novomind’s Self Service Suite™, the retail giant can now send faster, more individual responses to incoming customer queries. And plans are underway to implement additional modules to provide comprehensive customer service across the board.
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The online retailer has built up a reputation as one of the sector’s fastest booksellers. Now, buch.de customers not only receive their orders in record time; their e-mails are also answered rapidly and effectively. This service quality was made possible with the help of the e-mail management software novomind iMail™. Incoming e-mails are analyzed and categorized. The novomind software can, for example, automatically recognize whether the sender is simply looking for additional information or is already a customer, and forward the e-mail to the relevant service agent accordingly. And this is where the software’s advantage over its competitors becomes clear. novomind solutions are designed to be integrated rapidly and easily into any given IT environment. This enabled a seamless integration into the book giant’s existing CRM system. Information from the customer e-mail such as the order number or customer ID, are checked against available customer data and displayed automatically for viewing by the relevant service agent. If the agent documents the correspondence, data is automatically channeled into the central CRM system.
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"Thanks to novomind iMail™, we were able to make our service significantly more efficient. This gives us an edge over our competitors in the online bookstore sector," says Albert Hirsch, head of buch.de internetstores AG.
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In addition to the e-mail management system novomind iMail™, buch.de is planning to introduce other novomind Self-Service Suite™ modules. The novomind IQ™ software will soon enable website visitors to ask for assistance and receive active assistance in the search for information.
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buch.de internetstores AG is the second largest online book and media retailer within the German-speaking region. The company was founded in 1998 and operates 13 online shops in Germany, Austria and Switzerland. These included buch.de, bol.de, buch.ch, bol.ch and lion.cc , as well as the Thalia bookstore sites, thalia.de, thalia.at and thalia.ch. buch.de employs 50 staff at its headquarters in Munster, Germany and 20 in Winterthur (Switzerland). The main shareholders are Douglas Holding AG, via Thalia Holding GmbH, with a 34.5 percent share, and Bertelsmann Multimedia GmbH with a 26.7 percent share.
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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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