A major political organization in Germany faced significant challenges in its customer service. As one of the best-known parties in Germany, they handle a significant amount of citizen inquiries every day and were looking for a way to further optimize these service processes for citizens. This is where INKUBIT came into play to further improve the efficiency and quality of customer service by implementing modern technologies.
Requirements
The organization faced several critical customer service issues:
- Inefficient incident handling: Manual and time-consuming processes led to long response times and dissatisfied citizens.
- Lack of automation: The lack of automated processes in incident classification and handling increased the workload.
- Insufficient insights: Without detailed analysis of customer interactions, it was difficult to make informed decisions and understand the needs of citizens.
- Lack of service level agreement (SLA): There was a lack of clear framework conditions for service quality, which led to uncertainties and inefficiencies.
- Irrelevant requests: Many incoming messages contained irrelevant content that had to be processed manually, taking up time for important requests.
Solution
INKUBIT developed and implemented several solutions to address these challenges:
- Automated incident process: Introduction of a system for automatic incident classification and processing, as well as automatic notifications to citizens about incident status. Predefined text modules were used to increase the efficiency of the responses.
- SLA Framework: Develop and implement a Service Level Agreement (SLA) to define clear standards and goals for service quality.
- Customer Insights: Implement Dynamics 365 Customer Insights for comprehensive analytics and insights into customer interactions to enable better decisions and develop targeted actions.
- Sentiment analysis: Implement sentiment analysis to automatically detect and close spam.
The implementation of the automated incident process and customer insights has revolutionized our customer service. We can now respond more efficiently to requests and have deeper insights into the needs of our citizens through the detailed analyses. Thanks to INKUBIT, we have been able to significantly increase the efficiency of our processes and increase the satisfaction of our citizens.
Project Outcome
The implementation of the solutions led to impressive results. Thanks to the automation of incident processing and the use of predefined text modules, the political organization was able to reduce the time spent administering requests by 30%. Not only did this result in cost savings, but it also allowed employees to focus more on substantive responses to queries, which greatly improved the quality of customer service.
By introducing an SLA framework, clear standards for service quality were established, which led to increased efficiency and better traceability of service processes. The extensive use of customer insights provided deep insights into customer interactions, enabling informed and data-driven decisions to be made. This allowed the party to take targeted actions to improve customer satisfaction and better understand citizens’ needs.
Another significant benefit was the implementation of sentiment analysis, which made it possible to automatically detect and close threatening and irrelevant news.
Overall, the project promoted a data-driven corporate culture at the party. The fast and efficient implementation of the solutions made it possible to modernize and digitize the service processes. As a result, the political organization was able to successfully achieve its strategic goals and create a future-oriented, efficient and secure customer service environment.