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Virtual energy adviser is a marketing high-flier
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"Petra" provides thrifty consumers with energy advice
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Demand for practical online assistance is on the increase
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Hamburg, Germany, February 10th, 2006 –
She provides guidelines on how to save electricity and offers insight into the latest technologies available. "Petra” is Pfalzwek AG’s newest employee and works online in the visavi energy center. Visitors to the www.visavi-energiezentrum.de site can ask her for advice. For Petra, there is no such thing as ‘office hours’. She’s on duty round the clock, helping identify individual solutions to suit her customers. However stressful the situation, she never loses her cool and is always ready to provide any information the user requires. If she’s unable to answer a complex query, she simply forwards the dialog on to one of her human colleagues as required. What’s more, "Petra" is turning out to be a marketing high-flier: with the user’s permission, she saves personal data and reuses it later to send them relevant information directly by e-mail and other sales-relevant purposes. "Petra" owes her exceptional capacities to the novomind IQ™ technology developed by the Hamburg-based software provider, novomind AG and novomind solutions partner, netmedianer GmbH.
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The Pfalzwerk extended its service palette in response to a sharp increase in the number of standard questions it was receiving from customers looking to save energy. In future, customers will also find support online, receiving faster answers to their questions and significantly reducing the pressure on service staff. The information gathered from the online sessions will help offline energy specialists identify customer needs and organize targeted follow-ups.
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Tim Mikša, managing director of novomind partner netmedianer GmbH, explains: "More and more consumers are demanding online service that helps them find their way through the online maze. A lot of companies are therefore looking fro new ways to communicate with their customers online. Virtual assistance is a great way of extending the services provided by traditional call centers. It takes the pressure off human service agents so that they can focus on complex user questions. Personnel is kept at the same level as before, but service quality increases and customers are more satisfied."
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Pfalzwerke AG is the leading energy provider in the Pfalz and Saar-Pfalz regions of Germany. The company employs a staff of 600 to generate annual revenue totaling around 600 million euros.
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netmedia is an internet company specializing in the realization of cutting-edge internet and intranet projects for midsize to large companies and institutions. One of their main areas of activity is the implementation of RedDot content management solutions. netmedia is a novomind Solution Provider.
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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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