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09 Dec 2015

Additional communication channel: DATEV relies on novomind for its customer service

Financial IT expert expands its service offering with live chat software from the Hamburg omni-channel specialists

DATEV eG uses an additional channel for direct communication with its customers. For this purpose, the Nuremberg-based IT and software specialist for tax consultants, auditors, lawyers and their clients has chosen novomind iCHAT, a live chat solution developed by novomind, Hamburg, which offers DATEV customers the media discontinuity free option to lead a text-based personal dialogue with a DATEV employee in real time.

The two software houses cooperate in a very close and trusting manner. Intensive endurance tests primarily served to reliably implement the core requirements relating to data protection. “We wanted a system reconciling high process speed with maximum data security,” says Michael Butz, Head of Central ITC Management for Service and Distribution at DATEV. The free chat channel has meanwhile become an established feature of DATEV’s customer service.  

“We are proud that DATEV, one of the largest information service providers in Europe, has opted for our novomind iCHAT solution,” says Sylvia Feja, Head of E-Communication at novomind. “The financial sector attaches great importance to guaranteeing maximum data security while at the same time offering high user friendliness.” This is why novomind combines practical project implementation with ongoing advice and technical support.

Besides increased customer satisfaction, the new communication channel benefits DATEV also in terms of efficiency, as the service staff can handle three inquiries at the same time alternating between phone, e-mail and chat. They regard the new communication channel as a valuable addition. DATEV started the project with 12 employee licenses; today, up to 30 DATEV service staff simultaneously work to guarantee customer satisfaction and efficient services.