The Customer
The customer is considered a pioneer in the development of interactive entertainment media and has become a global player with a diverse portfolio and constant innovations. With products that cater to both daily leisure needs and the demands of passionate gaming enthusiasts, the company has built a loyal following worldwide. The products are distributed both as retail versions and through the company‘s own online store.
Initial Situation and Challenge
In a globally connected world where companies receive customer inquiries through various channels and in different languages, our customer faced the challenge of efficiently and accurately assigning hundreds of customer inquiries per month to over 100 different recipients and receiving media. This process was not only time-consuming but also prone to errors, leading to delays and a negative impact on customer satisfaction.
Approach and Solution by itemis
To address this problem, we developed a custom application with an interface to the CMS and integration into the website to automatically assign customer inquiries to the correct recipient. Our solution supports eight different languages and can be used in over 40 locations worldwide, making it perfectly tailored to the needs of a globally operating company. Furthermore, the application integrates various communication channels, including email, telephone, and chat, enabling seamless and comprehensive customer communication.
Customer Benefit / Value
The introduction of this innovative application for the customer has led to significant resource savings in the allocation of customer inquiries. The automation of this process has increased efficiency, minimized sources of error, and drastically reduced the processing time of inquiries. Customer satisfaction has improved due to faster response times and enhanced service quality. The successful implementation and measurable benefits have led our customer to plan to extend this approach to other areas.
