Our expertise in practice

Gain insight into our customer projects, as well as current issues and trends in digital commerce and customer service through our case studies and whitepapers.

novomind library

Knowledge from theory and practice

In our case studies, we provide insights into the world of our customers. Find out why companies from different industries have chosen novomind and how we support them in achieving their goals.

Our whitepapers also cover current topics and provide valuable background information from the areas of digital commerce and customer service.

Enjoy reading!

Our customer service case studies

24/7 support and more than 150,000 email enquiries per month

A&O HOTELS and HOSTELS is currently the largest independent hostel provider in Europe. With novomind iAGENT, continuous 24/7 support is guaranteed for handling more than 150,000 e-mail enquiries per month.  

“It’s a win-win situation for everyone. Our service level increases in parallel with the number of guests and their loyalty to A&O.”

Oliver Winter, General Manager, A&O

Get everything you need out of one contact centre solution

The Dortmund-based energy and water supply company DEW21 uses novomind iAGENT to pool all their channels of communication and even optimise their personal customer service on site.

“novomind iAGENT is intuitive to use and has proven to be extremely adaptable. This has allowed us to make the software into a personalised all-in-one solution.”

Robert Tigges, Central Complaints Coordinator, DEW21

Find the right spare part for your agricultural machinery via WhatsApp

The FRICKE Group’s customer service centre optimises availability, thanks to novomind iAGENT Mail and the WhatsApp Business API: 100,000 emails sent in different languages are answered every month, and customers can get in touch via WhatsApp.

“Our customers immediately embraced WhatsApp with open arms as a channel which makes communicating with us easy.”

Silvan Schenk, Head of the Customer Service Centre, Wilhelm FRICKE SE

Automatic categorisation boosts customer service

At vertbaudet, the retailer of baby and children’s products, novomind iAGENT ensures that the 20,000 email enquiries they receive from customers each month are answered significantly faster while maintaining the same level of quality. This is made possible by the intelligent, automatic categorization provided by novomind iAGENT.

“Thanks to the statistical functions of novomind iAGENT, we are finally able to conduct evaluations and react more quickly to any development.”

Kim Weintz, Customer Process and Services / Performance & Quality Manager, vertbaudet Deutschland GmbH

The classic: automated ticket processing

Manually categorising, distributing and answering 20,000 tickets a month – without priority and according to the ‘first-in-first-out’ principle. This is what customer service used to look like at OCC Assekuradeur GmbH. Today, specialist insurer for collector‘s vehicles has not only automated ticket processing, but also has all the relevant details at its fingertips.

“We quickly noticed that novomind iAGENT had what it takes to significantly improve the efficiency and transparency of our customer service work.”

Sergej Nazarjan, Head of Quality Operations & VIP, OCC

Wrapped up and rolled out in a flash: a B2B shop for the packaging industry  

Thanks to novomind iSHOP, novomind iPIM and novomind iAGENT, the Hamburg-based company successfully mastered its launch on the market. The new online shop for packaging and packaging products was launched in just three months and is considered a benchmark in the industry.

“It’s quite amazing how this online shop was created from virtually nothing within just three months. An incredible achievement on both sides!”

Dirk Limmer, Chief Marketing Officer (CMO), packs GmbH

Have we sparked your interest? Would you like to learn more about novomind?

Our expertise in practice

Knowledge from theory and practice

Our customer service case studies

Our digital commerce case studies