Flagship projects for good service

Deutsche Telekom has shown itself to be an innovation leader in customer service – thus concluded Allianz at the “Customer Service 2.0” strategy workshop.

T-Systems has been running the insurance company’s call center, which numbers thousands of workstations, for three years. The company has now presented its expertise in the customer service area in Bonn: Employees at the new Bonn call center are managing the facility’s nation-wide capacity utilization. The objective is to connect more than 190 million calls received annually to the right customer service agent as quickly as possible. The basis for this among others is an intelligent routing system by T-Systems.

Tomorrow’s service strategies

Detecon consultancy, for example, presented concrete test results and concepts for future strategies. In the future, good service must be responsive to increasing individual customer needs. Web 2.0 communication media are also more and more infiltrating corporate websites, thereby opening up new opportunities for approaching customers. For example, Internet users have viewed a short video explaining the “online invoice” several thousand times.

Susanne Köhler from the Zukunftsinstitut (Future Institute) presented research results on corporate trends at the workshop. One of these results is the increasing need for unburdening. Nowadays, every second employed person belongs to the class of “career nomads,” who travel from one business appointment to another. Free time is becoming a luxury item. That is why it is becoming even more important for companies to provide their products and services in the easiest manner possible.