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Citibank: Answering Customer E-mails Faster
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More than half of consumers expect a reply within a day
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E-mail management system increases answering speed
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Hamburg, Germany, October 4th, 2006 –
Citibank has optimised its e-mail processing so that the bank's customers now receive a much quicker reply to their e-mail enquiries. For the most part, incoming mails are answered within 24 hours. Over half of consumers would like companies to reply to their e-mails within a day. The latest surveys, however, reveal that it takes German banks an average of 48 hours to do so.
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Citibank uses the e-mail management system novomind iMailTM to raise its efficiency in the answering of e-mails. This system automatically distributes all incoming customer e-mails to the appropriate agents for processing according to their current workload and specialist knowledge. This makes for prompter replies of higher quality.
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Citibank is the largest retail bank in the world and specialises in tailor-made solutions from all areas of finance. Citibank has outlets in over 330 locations around Germany and offers its customers seven modes of access to choose from: Citigold Centers, local branches, SB terminals, telephone, Internet, TV shopping and mobile customer consultants. Citibank combines the advantages of a branch bank with the attractive prices of a direct bank. Citibank employs some 6,600 people in Germany in its retail business and has three million customers. For more information, visit: www.citibank.de
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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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