novomind iAGENT was originally intended to only be used to process private customer needs. Yet even during the implementation phase the communication solution was also expanded to include the business customer segment, direct sales, marketing and corporate communications. In addition to the incoming e-mails from customers, the employees from HAMBURG ENERGY as well as the employees of the external customer service providers also process faxes and voicemails input via e-mail accounts.
'Our primary concern was implementing a professional ERMS solution that meets the current requirements and will also be fit for future multichannel challenges. After all, it is extremely important in our sector to be able to react to increasing amounts of customers while maintaining the same good service," explains Timor Buchhorn, Sales Manager from HAMBURG ENERGIE. The precision of the assessment of the current processes and workflows in the intensive preliminary talks with novomind also persuaded HAMBUG ENERGIE. A Facebook connection is soon to be realised allowing postings, private messages and comments to be accessed as well. Customer tickets will then be processed and evaluated directly via novomind iMAIL.
News Customer Service
11 Dec 2013