Customers nowadays do not just expect a good product from their suppliers, but also competent service, available whenever they need it. This service offering needs to be equally effective whether it is in the online or offline world, but the golden rule is that customer expectations should not just be met, but surpassed. And customers are getting more and more demanding, due in part to their affinity with online platforms, which they are now used to being able to access 24/7 and any day of the year. For companies in any sector wishing to guarantee customer satisfaction this is more of a challenge than ever. Companies working in close contractual contact with customers need to be in full control over their many and various channels of communication. Irrespective of whether a customer is getting in touch for the first time or whether they are in regular communication, they will use whatever channels available to get their message across. Emails, contact forms on a website, telephone, messenger services or even a letter – all these methods filter through to the addressee and require action to quickly process any request and provide a solution. And this is not always straightforward. In this case study you can find out how the utility provider Dortmund Energy and Water Supply GmbH (DEW21) solved this issue by using contact center software whilst also optimising its entire customer routing system – even though the latter was not the main focus of the project.
