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by Daniela Köhler
Publications officer
Omni-channel contact centre software automates processes and reduces response times / More efficient processing of customer enquiries / Intelligent features take the pressure off the service teams
Hamburg, 20 February 2024 – The customer service teams of ENERVIE – Südwestfalen Energie und Wasser AG receive hundreds of e-mail enquiries every day. In order to reduce response times and optimise the management of its service teams, the energy service provider based in Hagen (North Rhine-Westphalia) introduced the omni-channel contact centre software novomind iAGENT including AI-based components in 2023. “Thanks to novomind iAGENT’s intelligent e-mail management, we have become even faster and more customer-oriented,” says René Jürgens, Team Leader Customer Service Digitalisation at ENERVIE. ENERVIE is already planning to integrate further contact channels such as a chat, including a chatbot, into the central omni-channel platform.
novomind iAGENT is modular and scalable. All contact channels can be integrated into the novomind contact centre platform, from e-mail to chat and messenger to call, including chatbots and voicebots. This means that all customer enquiries, whether received via the internet or by phone, can be processed centrally in a single, user-friendly system.
ENERVIE is one of the largest independent energy service providers with own generation facilities in North Rhine-Westphalia. The ENERVIE Group supplies around 400,000 customers and energy trading partners with electricity, gas, heat and drinking water. The group of companies consists of Mark-E AG, Stadtwerke Lüdenscheid GmbH and ENERVIE Vernetzt GmbH. On average, around 550 customer service enquiries are received by e-mail every day, for which several service providers are jointly responsible.
Before the new contact centre software was introduced, the e-mails had to be sorted and forwarded manually. Since the migration to novomind iAGENT, they are distributed automatically. The system uses semantic text analysis to identify type of enquiry and routes it to the appropriate service team. Intelligent central routing optimises the load distribution and manages peak loads. There are currently around 150 users of the system. At the ENERVIE sales brands Mark-E and Stadtwerke Lüdenscheid, an average of 50 service employees are logged on at any one time.
In addition, novomind iAGENT helps the service teams to answer standard questions consistently using templates and text modules based on a central knowledge base. This frees up time for more complex issues, and customer queries are answered more quickly.
The software solution from novomind enables RPA-supported processing (Robotic Process Automation) from within the system, for example when calculating monthly instalments. It also provides access to the cross-channel contact history of each enquiry and to documents such as invoices. Automated document generation for customer correspondence is also handled by the central contact centre software, minimising the burden on service teams when sending offer and cancellation letters. Standardised reporting provides ENERVIE’s customer service with transparent processes, better process traceability and effective service provider management.
“Automating processes enables greater efficiency and huge potential savings. We offer flexible and scalable omni-channel solutions that companies can quickly benefit from and that are tailored to their specific needs,” says Stefan Grieben, CEO of novomind AG. “We are delighted to be working with ENERVIE and look forward to expanding our joint projects.”
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