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Small and medium-sized companies overtaxed by flood of e-mails
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Every third customer enquiry remains unanswered
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novomind iMail™ makes for better quality of service
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Hamburg, Germany, July 4th, 2006 –
Over 80 million customer e-mails land in the virtual letterboxes of German companies daily, yet one in three electronic enquiries from consumers never receive a reply. These were the findings of a survey conducted by the Hamburg software company novomind. Small and medium-sized businesses in particular, are being overwhelmed by the tide of incoming e-mail enquiries. The reason: all too often, there is only a virtual mailbox behind the general contact e-mail address, but no digital service facility. As a result, enquiries are answered either too late or not at all. Small and medium-sized businesses can now put an end to their service chaos with some new communication solutions. The Hamburg software company novomind, for instance, now also offers its customers the option of hiring the professional e-mail management system novomind iMail™. The advantage: these companies can now work with the software as the need arises and improve their e-mail customer service without incurring high fixed costs.
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Existing and potential customers who contact a company by e-mail expect to receive a qualified reply within 24 hours. If they do not, they feel disappointed and go elsewhere. A professional e-mail management system helps to reduce reply time and not one enquiry is lost. Another advantage: each company can define for itself within what period of time enquiries are to be answered. If that time is exceeded, novomind iMail™ reports the shortfall. The software also provides a status overview of customer enquiry processing. As an added bonus, processing costs are reduced by at least one-third per enquiry.
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The amount a company needs to invest in order to use the professional e-mail management system is also manageable as novomind has, since March, been offering its customers an on-demand solution, the e-mail management component novomind iMail™ for hire as needed. This allows small and medium-sized companies to adapt the technology quickly and at low cost to their fluctuating number of customer enquiries without having to purchase additional hardware. "The system always meets the latest requirements and grows with the company when necessary. Customers pay only for what they actually use. This means that resources can be added at peak times and switched off again later, when no longer needed," explains novomind Managing Director Peter Samuelsen. Rigid fixed costs are replaced by variable ones.
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Use-related software solutions are trendy. Approximately one company in every four plans to switch to this type of system this year. These companies consider Web services such as Internet portals (58 per cent), shop solutions (57 per cent) and service management (49 per cent) particularly appropriate.
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novomind is a software developer in Hamburg and the fastest-growing company in the field of electronic customer communications and mail management. As the leading provider of innovative solutions for digital customer communications, novomind AG provides software for service-oriented and personalised customer dealings. The software not only optimises efficiency in customer administration significantly, it also gives the user a faster return on investment. The portfolio of the Products division includes the novomind Self Service SuiteTM. The software package contains all the communication modules necessary for a customer service centre on a central knowledge basis: e-mail management, virtual customer consulting and systems for interactive, real-time communication. The novomind AG Services division implements complex e-business applications. More than 40 major companies have already decided in favour of novomind technology, among them Citibank, Otto, Yello Strom and the German pension institution Deutsche Rentenversicherung. Club Bertelsmann, EnBW and Mexx as well as public-sector users, such as the German Bundestag (parliament) and the German Department of Trade and Industry, have already successfully introduced novomind systems to optimise their customer communications, turnover and PR.
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