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12 Apr 2016

BD24 uses novomind iMAIL to optimise its customer communication

Faster processes for more service quality and customer satisfaction - greater efficiency, increased service quality.


BD24 Berlin Direkt Versicherung optimises its electronic customer communication with novomind iMAIL. The software solution from Hamburg-based system house novomind AG allows processing thousands of e-mails per day and is extremely flexible.

By implementing novomind iMAIL, BD24 has set the course for future-proof customer communication. The constantly growing number of electronic customer inquiries entails new challenges for service centers and their staff. novomind iMAIL analyses the inquiries with the help of computer linguistic and semantic processes in a matter of seconds, assigns them to a topic and submits individualised text proposals. This reduces the processing times, accelerates the response process and results in increased efficiency. 

“We wanted a scalable, browser-based solution which can easily be integrated into our existing systems environment,” Dr. Mirko Kühne, Head of Operations at BD24 describes the selection process. novomind iMAIL could be integrated after a short trial phase. The solution went live in March 2016 and has replaced the former manual service system.

It goes without saying that novomind meets the finance and insurance sector’s particularly high demands on data security and system stability. “We have implemented numerous projects for companies from the finance and insurance sector, so we know exactly what they need,” says Sylvia Feja, Head of E-Communication at novomind. In the case of BD24, it was important to not only meet the security and stability requirements but also to make all components highly redundant and performant. 
novomind iMAIL has already proven its worth in day-to-day practice, as the solution allows the constantly growing volume of incoming e-mails to be analysed, processed and managed efficiently. Besides the compelling technical performance, factors such as high transparency of the amount and quality of the processing steps as well as extensive reporting have led to much greater efficiency in the service center.

novomind iMAIL forms part of novomind iAGENT, the central communication platform which bundles all customer channels for chat, e-mail and call in modules. The platform also comprises the novomind iHELP module for self-service.