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novomind holds its Annual Self-Service Conference 2006
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Companies focus on optimising service and forecasting quality
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Latest reports on online trading and citizen service practices
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Hamburg, Germany, August 22th, 2006 –
Lasting customer loyalty is becoming increasingly crucial to the success of businesses and organisations. According to a recent survey, three out of four companies are planning to boost customer satisfaction by improving interaction, optimising process management and introducing new technology. While the price was, in the past, the deciding factor, today improvement of process quality and interaction with the customer are the companies’ main focus. Online customer service plays a crucial role here. At the third Annual Self-Service Conference to be held by novomind AG, experts will be reporting on the current state of digital customer communications and about where untapped potential is still to be found. The Hamburg software company is inviting customer service managers to Schloss Tremsbüttel near Hamburg on 21 September. The event aims chiefly to give attendees an opportunity to compare notes and to find out about the latest trends in digital customer communications through a number of case studies.
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The particular challenge faced by companies is that of satisfying customers on all channels. A good experience with a consultant on the telephone is soon forgotten when a customer has to wait days for an answer to an e-mail enquiry. Information must be available to the customer at every point where customer contact is possible. Technical solutions, such as the novomind Self-Service Suite™, are invaluable here. By providing a seamless link with the CRM system or the product database, the Self-Service Suite™ enables customers to access information via any channel in real time, avoids misinformation and appreciably enhances service quality.
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The latest version of the Self-Service Suite 5.0™ will be presented live for the first time at the event. In addition, companies such as Otto and buch.de will report on their use of customer communication solutions and their latest experiences of and plans for online self-service. Speakers from ELSTER and the German state pension fund, Deutsche Rentenversichung, will outline developments in online citizens service with the aid of some practical case studies.On the following day, novomind will be welcoming all those interested in going along to an expert debate at its own premises.
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This year’s novomind Annual Self-Service Conference will take place on 21 September 2006 at Schloss Tremsbüttel near Hamburg. For more information, please go to www.novomind.com
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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 Suite™. 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 Bund. 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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