Customer Experience Services: We accompany your customers throughout the entire customer journey

Experience seamless IT support with our 24/7 global service desk. We offer rapid response times, effective solutions, and proactive IT knowledge management to ensure optimal system performance. Our specialized IoT Device Help Desk provides expert assistance for all your connected devices, leveraging cross-functional expertise for cost-effective and efficient support.

Benefits

• 24/7 global support
• Rapid response and resolution
• Specialized IoT expertise
• Cost-efficient solutions
• Scalable and flexible support

Optimize data quality, enhance security, and ensure compliance with our comprehensive data management solutions. From master data management and certificate management to access identity management and support for data protection officers, we provide the expertise and infrastructure you need to protect your valuable data assets. Benefit from our experience as one of the largest private operators of security control centers.

Benefits

• Enhanced data quality and security
• Streamlined master data management
• Robust certificate management for digital signatures and encryption
• Expert security consulting and implementation
• 24/7 support hotline

Ensure your projects are completed on time and within budget with our comprehensive project management services. We provide operational management, coordination, and support for transition and change management. Our agile methodologies, including Scrum, promote flexibility and collaboration, leading to efficient project execution and successful outcomes. We also offer training in project management methodologies to empower your team.

Benefits

• Comprehensive project management and coordination
• Effective transition and change management
• Agile methodologies for flexible project execution
• Training in project management methodologies
• Tailored solutions for successful project completion

Invest in your employees with our customized and flexible training management services. We offer a variety of training formats, from traditional classroom sessions to modern e-learning, tailored to your specific business needs. Our cost-effective planning and organization ensures your employees receive the best possible training to enhance their skills and contribute to your company's success.

Benefits

• Employee-centric training planning and organization
• Flexible and modular training formats
• Cost-effective training solutions
• Customized programs to meet specific business needs
• Continuous employee development and skill enhancement

Revolution in customer service through artificial intelligence

Providing outstanding customer service and securing your business success are our central focus. By using automation and generative artificial intelligence (Generative AI), we achieve high service quality and efficient processes. Our goal is to guarantee excellent and seamless service throughout the entire customer journey. With our Conversational AI Platform, we integrate our modular AI solutions quickly and easily into your project to digitize your customer service and raise it to a new level. We thereby offer your customers an inspiring service experience.

Conversational AI acts as a game changer by enabling the transformation of your customer service while simultaneously fascinating your customers. This technology enables human-like communication between people and computers and guarantees seamless service across all channels – without waiting times and with consistently high service quality. Overcome language barriers through intelligent live translation and solve customer problems faster than ever before. AI-based customer service is not only scalable and efficient but also highly personalized. This allows you to free up resources and expand your service internationally faster, boosting your business success.

Benefits

• Seamless service across all channels: Guaranteeing consistently high service quality without waiting times.
• Increased efficiency through automation: Use of generative AI and automation solutions to optimize processes.
• Personalized customer experience: Highly individualized service through the use of Conversational AI.
• Overcoming language barriers: Use of intelligent live translation for global reach and understanding.
• Scalability and business growth: Freeing up resources and faster international service expansion through AI-based customer service.

Customer insights through effective management

The effective management of customer relationships is crucial for a company's success. Our CRM systems offer a comprehensive solution for the administration of customer and interaction data by bringing everything together in a central tool. From the optimization of processing workflows and efficient task management to the creation of detailed customer profiles – we cover all aspects. Our systems are designed to deliver valuable insights and increase transparency through KPI dashboards and detailed reports.

Benefit from a deeper understanding of customer needs through a comprehensive picture of each customer, increase your revenue and promote customer loyalty through personalized engagement. Our CRM solutions increase efficiency through effective case management and simplify compliance with the GDPR through central data storage and administration. They also enable a higher resolution rate at first contact and reduce customer effort through continuous and targeted case analysis.

Benefits

• Deeper customer understanding: Gaining comprehensive customer insights for a better understanding of customer needs.
• Increased sales and customer loyalty: Promoting personalized engagement for stronger customer relationships and increased sales.
• Efficiency in case management: Optimizing processing workflows and task management for increased process efficiency.
• GDPR compliance: Simplifying compliance with data protection regulations through central data storage and administration.
• Improved first contact resolution: Increasing the resolution rate at first contact and reducing customer effort through targeted case analysis.

Seamless communication across all channels

In today’s connected world, customers expect consistent and seamless communication across all channels. Our Omnichannel Platform is designed to meet precisely these expectations. We offer a unified interaction platform ranging from email and telephone to webchat and co-browsing to enable consistent and personalized communication. By monitoring the digital dialog with customers at all touchpoints, we create a seamless communication landscape that prioritizes speed and efficiency.

Benefit from our Omnichannel Platform by ensuring an omnipresent presence along the entire customer journey. Let your customers use the channel of their choice and offer them a seamless customer experience that leaves nothing to be desired. In addition, our platform enables comprehensive data analysis based on customer data and interaction histories to gain insights and continuously optimize customer communication.

Benefits

• Omnipresence along the customer journey: Guaranteeing a consistent presence across all communication channels.
• Customer choice: Enabling flexible channel switching for customers to use their preferred communication method.
• Seamless customer experience: Creating unified and frictionless communication across all touchpoints.
• Increased efficiency: Accelerating communication processes and improving efficiency through an integrated platform.
• Data-based insights: Using customer data and interaction histories for in-depth analysis and continuous optimization of customer communication.

Increase Customer Satisfaction

In the digital era, intelligent automation and self-service solutions are essential to meet customer demands and increase their satisfaction. Our IT solutions use advanced technologies such as Natural Language Processing (NLP) and machine learning to optimize intelligent search functions, FAQ solutions, and the management of self-service content. By applying AI to various contact channels, including voice and chatbots, we offer your customers around-the-clock access to information and services.

In addition, our self-service offerings, such as virtual assistants and augmented reality applications, enable a seamless connection between the digital and real world, which improves understanding and interaction. Benefit from reduced contact volume through a higher self-service rate and make services available to your customers that are accessible anytime, anywhere. Our intelligent solutions not only ensure easier understanding through augmented reality but also an overall improved customer experience.

Benefits

• Higher self-service rate: Reducing contact volume and relieving the customer service team.
• 24/7 availability: Around-the-clock access to services thanks to automated service solutions.
• Improved understanding: Easier understanding and more efficient problem-solving through the use of augmented reality and intelligent technologies.
• Optimized customer interaction: Use of AI-powered voice and chatbots for seamless and efficient communication.
• Enhanced accessibility: Access to information and services anytime and anywhere, increasing customer satisfaction.

Refine business strategy and improve customer experience

In the digital era, intelligent automation and self-service solutions are essential to meet customer demands and increase their satisfaction. Our IT solutions use advanced technologies such as Natural Language Processing (NLP) and machine learning to optimize intelligent search functions, FAQ solutions, and the management of self-service content. By applying AI to various contact channels, including voice and chatbots, we offer your customers around-the-clock access to information and services.

In addition, our self-service offerings, such as virtual assistants and augmented reality applications, enable a seamless connection between the digital and real world, which improves understanding and interaction. Benefit from reduced contact volume through a higher self-service rate and make services available to your customers that are accessible anytime, anywhere. Our intelligent solutions not only ensure easier understanding through augmented reality but also an overall improved customer experience.

Benefits

• Higher self-service rate: Reducing contact volume and relieving the customer service team.
• 24/7 availability: Around-the-clock access to services thanks to automated service solutions.
• Improved understanding: Easier understanding and more efficient problem-solving through the use of augmented reality and intelligent technologies.
• Optimized customer interaction: Use of AI-powered voice and chatbots for seamless and efficient communication.
• Enhanced accessibility: Access to information and services anytime and anywhere, increasing customer satisfaction.

Optimize workflows and increase efficiency

The efficiency of workflows is crucial for success. Our Workflow Management aims to increase transparency and simplify processes by integrating multiple systems into a unified processing interface. We guide users through ideally designed workflows, automate case taxonomy, data entry, and repetitive, rule-based tasks. This leads to preventative quality assurance, enables faster action through shorter reporting intervals, and ensures higher transparency in all processes.

Benefit from our service by increasing efficiency thanks to optimized workflows and process guidance. Experience less employee effort and greater satisfaction through simplified processes. Our approach allows for stronger focus on customers instead of tools, which significantly enhances the customer experience. In addition, the elimination of data entry errors leads to higher quality, while reduced training efforts due to intuitive workflows and the transformation of unstructured into structured data enable deeper analytical insights.

Benefits

• Optimized workflows: Increasing efficiency through improved process control and simplified work processes.
• Less employee effort: Reducing workload and increasing employee satisfaction through more efficient processes.
• Enhanced customer experience: Stronger focus on customer needs through simplified tool handling.
• Higher data quality: Eliminating data entry errors provides more accurate results and improved quality.
• Intuitive use: Reduced training efforts and deeper analytical insights through the transformation of unstructured into structured data.

Providing comprehensive support and exceeding customer expectations. We handle inquiries across all channels, from simple questions to complex transactions, optimizing processes with the latest technologies.

Benefits

• Brand promise fulfillment
• Cost reduction through process optimization
• Enhanced transparency

Offering expert technical assistance to resolve issues quickly and efficiently. We provide tiered support (1st, 2nd, and 3rd level) for B2B and B2C customers, leveraging innovative helpdesk solutions and predictive planning.

Benefits

• Fast and competent problem resolution
• Cost savings through optimized technician dispatch
• Improved customer satisfaction through reduced wait times

Building a positive brand image and turning customers into advocates. We manage your social media presence, engage with customers, monitor competitors, and identify industry trends. We also provide reputation management solutions to enhance your online presence and protect your brand image.

Benefits

• Increased customer engagement
• Improved search engine rankings
• Positive brand perception
• Enhanced customer trust
• Increased profitability.

Driving sales growth with proactive customer acquisition and targeted campaigns. Our experts support your sales efforts with data-driven strategies, including up-selling and cross-selling initiatives, giving you a competitive edge.

Benefits

• Activation of untapped potential through proactive outreach
• Targeted customer engagement with personalized offers
• Faster processes for prioritized customer groups

Building and nurturing lasting customer relationships. We implement loyalty programs, manage claims efficiently, and conduct satisfaction surveys. We also utilize proactive outbound strategies to win back lapsed customers.

Benefits

• Proven expertise in customer retention
• Flexible and professional handling of diverse customer segments (including premium)
• Consistent customer engagement through global quality standards