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Customer service: telephone service provider NetCologne switches to novomind software
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NetCologne goes for modern customer communication technology from Hamburg
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novomind software makes for optimal capacity utilisation at the service centre
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Hamburg, Germany, July 11th, 2006 –
The service centre of the Cologne tele-communications company NetCologne will from now on be working with the innovative communications software from novomind. novomind will replace the existing Tenovis application.
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Securing customer loyalty, lowering costs—these will be the most important entrepreneurial challenges facing telecoms companies over the coming years, as a recent survey revealed. With the novomind software, NetCologne is well equipped and technically up to the minute. The phone calls and e-mails coming into the call centre of the local telecoms giant can be distributed to the staff according to their workload and qualifications. When members of staff are dealing with an e-mail, no phone calls will be put through to them. When they are on the phone, they will receive no e-mails. Enquiries are put straight through to a free co-worker. The positive effects are that there are no doldrums, the service staff always have a balanced workload and the customers receive a prompt reply to their question. The running costs for novomind software are significantly lower than for similar applications.
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"In order to continue to be competitive, we have to offer an excellent customer service and still cut costs. novomind shows that this is not a contradiction in terms. The e-mail management system in conjunction with our telephone system makes it possible to simplify service processes and to process the increasing volume of enquiries swiftly and individually without having to take on more staff," says Markus Müller, head of customer care at NetCologne.
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NetCologne is a regional mainline network operator serving the Cologne/Bonn/Aachen region with future-assured communication technology. The company’s portfolio includes telephone services via the Internet, cable TV and data services as well as complex corporate networks and tailor-made telecommunication solutions. The company employs 644 (full-time) employees and generated turnover totalling some 207 million euros in 2005. For more information, please visit www.netcologne.de
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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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