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 equipment 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 Categorization 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 digital commerce case studies

Teaching the rest how it’s done: a webshop on the next level

For Betzold, a supplier of teaching and learning materials, novomind combines all e-commerce services into one cloud solution. 100,000 articles are on sale across three country-specific platforms as well as on a special web shop for the B2B segment.

“Since Betzold migrated to novomind iSHOP in 2016, online business has been increasing year on year.”

Michael Spang, Head of E-Commerce, Arnulf Betzold GmbH

Fashion at the click of a mouse

novomind iSHOP was implemented as a scalable online shop SaaS solution and multi-client-capable shop system with automatic inheritance logic, for efficient shop management.

“We were convinced by novomind iSHOP’s user-friendly, easy-to-manage back office.”

Stephan Mütherich, Shop Management Team Leader, FALKE

Heading into the digital future with modern PIM

For HolzLand, novomind iPIM can cope with even the largest data volumes: over 1.3 million item data sets for more than 250 industrial suppliers with over 1,000 supplier catalogues.

“We found the consulting expertise we had been looking for.”

Christian Haltermann, Head of Digital Services, HolzLand

Reach your goal faster with AI-based product data mapping

Transa uses novomind iPIM Supply to process around 90 supplier catalogues. Intelligent attribute and value mapping ensures that product information is linked and enhanced, so that high-quality product data is available to create optimum product presentations in novomind iSHOP. 

“From the first demo I thought, this could revolutionise our product data process. And that’s exactly what it did.”

Marcel Sauer, Product Owner PIM, Transa

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

Customer Service

novomind iAGENT Voicebot Factsheet

5 winning factors through conversational AI

Request now

Customer Service

novomind iAGENT Call Whitepaper

Four ways to get more out of your telephone system

Request now

Digital Commerce

SIMIO Analysis

The basis for a successful e-commerce business lies in the product data

Request now

Digital Commerce

Whitepaper Omnichannel E-Commerce Home & Garden

More success on online marketplaces

Request now

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