A major political organization in Germany was facing significant challenges in its customer service operations. As one of Germany’s best-known political parties, it handles a substantial volume of inquiries from citizens every day and was looking for a way to further optimize these service processes for the public. This is where INKUBIT came INKUBIT , helping to further improve the efficiency and quality of customer service through the implementation of modern technologies.
Requirements
The organization faced several critical issues in customer service:
- Inefficient incident handling: Manual and time-consuming processes led to long response times and dissatisfied citizens.
- Lack of automation: The lack of automated processes for classifying and handling incidents increased the workload.
- Insufficient insights: Without detailed analyses of customer interactions, it was difficult to make informed decisions and understand citizens' needs.
- Lack of a Service Level Agreement (SLA): There were no clear guidelines for service quality, which led to uncertainty and inefficiencies.
- Irrelevant inquiries: Many of the incoming messages contained irrelevant content that had to be processed manually, thereby taking time away from important inquiries.
Solution
INKUBIT and implemented several solutions to address these challenges:
- Automated incident management process: Implementation of a system for the automatic classification and handling of incidents, as well as automatic notifications to citizens regarding incident status. Predefined text modules were used to improve the efficiency of responses.
- SLA Framework: Development and implementation of a Service Level Agreement (SLA) to define clear standards and goals for service quality.
- Customer Insights: Implementation of Dynamics 365 Customer Insights to provide comprehensive analysis and insights into customer interactions, enabling better decision-making and the development of targeted actions.
- Sentiment Analysis: Implementing sentiment analysis to automatically detect and block spam.
The implementation of the automated incident management process and Customer Insights has revolutionized our customer service. We can now respond to inquiries more efficiently, and the detailed analytics provide us with deeper insights into our citizens’ needs. Thanks to INKUBIT , we INKUBIT significantly improve the efficiency of our processes and increase citizen satisfaction.
Project result
The implementation of these solutions yielded impressive results. By automating incident handling and utilizing predefined text modules, the political organization was able to reduce the time spent on managing inquiries by 30%. This not only led to cost savings but also allowed staff to focus more on providing substantive responses to inquiries, which significantly improved the quality of customer service.
The introduction of an SLA framework established clear standards for service quality, leading to increased efficiency and greater transparency in service processes. The comprehensive use of customer insights provided in-depth insights into customer interactions, enabling well-informed and data-driven decisions to be made. This allowed the organization to take targeted measures to improve customer satisfaction and better understand citizens’ needs.
Another significant advantage was the implementation of sentiment analysis, which made it possible to automatically identify and close threatening and irrelevant messages.
Overall, the project fostered a data-driven corporate culture within the party. The rapid and efficient implementation of the solutions made it possible to modernize and digitize service processes. As a result, the political organization was able to successfully achieve its strategic goals and create a forward-looking, efficient, and secure customer service environment.