|
|
|
|
|
|
|
Businesses find customer e-mails are becoming a cost trap
|
|
Potential savings in the millions on customer e-mail enquiries
|
|
E-mail developing into the number 1 customer communications channel
|
|
|
|
Hamburg, January 23rd 2007 –
In Germany, businesses and call centres receive more than 80 million e-mails a day from customers. Every enquiry that goes into a service centre costs an average five euros, with actual costs varying greatly from sector to sector. The processing of electronic post runs up expenses in the region of 400 million euros—on a daily basis. This was revealed by a survey conducted by novomind AG. Automatic handling of customer e-mail enquiries can cut processing costs by at least a third. To put it another way, German companies are squandering an estimated total of more than 100 million euros a day.
|
|
|
|
The trend towards electronic customer communications is set to continue. In a year-on-year comparison, the volume of e-mail communications soared by 28 per cent last year. In order to be prepared for this development, businesses are relying more and more on electronic e-mail management systems.
These systems make it possible to cut costs radically by reducing the processing time for allocation of incoming mail according to subject and by formulating responses. Even with a relatively small incoming e-mail volume starting at 60,000 communications per year, a company can save around 100,000 euros in the same period by using professional e-mail management software.
|
|
|
|
The e-mail management system novomind iMail™ developed by the Hamburg software company novomind, for instance, helps the individual customer service agents to respond appropriately to incoming e-mails. The software accesses the electronic post automatically from several accounts, analyses the contents and distributes the various e-mails according to category. For a number of categories, the system automatically sends out confirmations of receipt to the customer. In addition to this, the software proposes specific text modules to the service agent, who will then amend and adapt these to the case in hand. As a result, response times are significantly reduced.
|
|
|
|
From 27 February to 1 March 2007, novomind AG will be exhibiting at the CallCenterWorld trade fair being held in the Estrel Convention Center, Berlin, at stand A2 in hall 5. Among the products the IT service provider will be presenting its 5.0 version of the multichannel-capable software application novomind Self-Service Suite™.
|
|
|
|
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. 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.
|
|
|
|
|
|
