Share this article

24. March 2022

SOS Children’s Villages uses novomind service software

in Customer Service
Portrait Daniela Köhler

by Daniela Köhler

Publications officer

novomind iAGENT enables rapid response to hundreds of inquiries by letter, e-mail, chat and phone per day: integration of all contact channels into intelligent omni-channel customer service platform launched / automated processes reduce employees’ workload

The goals of SOS Children’s Villages are to give children a safe home and thereby make the world a little better. From donation receipts to sponsorships: to be able to answer the numerous questions and queries of donors and sponsors even more quickly in the future, SOS-Kinderdörfer weltweit Hermann-Gmeiner-Fonds Deutschland e.V. and its sister association SOS-Kinderdorf e.V. have opted for an intelligent software solution from Hamburg-based novomind AG. The two in Germany based support associations of the independent, non-governmental and non-denominational aid organization want to reduce their employees’ workload by automating processes. The omni-channel customer service platform novomind iAGENT facilitates the response to hundreds of inquiries per day and provides suitable standard replies. No matter which contact channel is used to ask questions, they are received centrally by novomind iAGENT. This permits efficient processing and shortens the response times.

The integration of the letter processing module has already begun. Further modules for inquiries by e-mail or text chat and for automatic call tickets for inquiries by phone will be added step by step.

“We are pleased that our software solution is used by SOS Children’s Villages, where it serves a good purpose. Automated processes help employees answer many inquiries in a short period of time. This reduces the workload on the service team, shortens response times and simplifies the communication with donors and sponsors,” says Stefan Grieben, CEO of novomind AG.

Share this article

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
Portrait Stephanie Poreski
Portrait Joachim von Wahden
Portrait Franziska Dempt
+4

Back

Message

We look forward to your email!

We look forward to your email!

*Required

WhatsApp

We look forward to your WhatsApp message!

WhatsApp

Contact us via WhatsApp – simply scan the QR code with your mobile, or open WhatsApp.
QR Code WhatsApp

Telephone

We look forward to your call!

Just pick up the phone!

Want to speak directly to our experts? Here you’ll find the right contact person to answer your query. The novomind team looks forward to hearing from you!

How can we help?