DevoteamInsightsSuccess storiesCongstar – Learning Customer Care Service

Congstar – Learning Customer Care Service

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1

German telecommunications discounter congstar needed to prove its value-focused pricing did not compromise the quality of its customer service.

2

The company’s key challenge was to replace its fragmented customer care systems with a single, multi-channel solution for all communications.

3

Devoteam implemented a knowledge-base-driven platform that intelligently routes customer enquiries from self-service FAQs to fully-informed support agents.

“You want it. You get it.” This advertising slogan says it all for the Deutsche Telekom low-cost provider, congstar. congstar is the one and only mobile services and DSL discounter in Germany offering broadband internet access (DSL), an access package of telephone and internet, and mobile network services from one source. It is important to the Telecom subsidiary headquartered in Cologne that their clients understand discounted prices do not necessarily mean poor service.

Main Challenges

congstar wanted to deploy the multi-channel customer service solution from RightNow to improve its Customer Care solution. All customer service communication including FAQs, the processing of requests by agents, the tracking of tickets, the reply, and the analysis of the service workflows were to be handled and optimized through the new platform. Outlook and Lotus Notes were to be integrated.

What Did We Solve?

Devoteam was in charge of designing and implementing the multi-channel customer service solution of RightNow, as well as developing additional report and analysis capabilities. The congstar workflows require that customer inquiries are answered through a FAQ list in the first instance. And, in case the inquiries are not completed answered, a hand-over to a customer care agent is provided. This is submitted via email by clicking on a “submit button”. The call center agents shall be informed in advance by the RightNow system about the client history, his activities and all FAQs he viewed related to the current inquiry. Redundant steps are thereby avoided and the system enables agents to serve the client in a professional manner. The system responds to keywords both to qualify the issue quickly for  the web search and to support the customer care agent. A so-called “smart assistant” supports both email and web form inquiries.
Quote

Thanks to the new self-learning system, we are able to increase our service quality significantly and thus manage the agents in a more efficient manner. As a consequence, the processing times have been significantly reduced, to the delight of our customers.

Hans Schuhmacher

congstar IT Service Management

Main Benefits

Service quality was significantly increased.

Customer care agents were managed more efficiently.

Customer enquiry processing times were significantly reduced.

Devoteam’s deep expertise in telecommunications and customer care ensured a fast, efficient implementation of the RightNow system. Our consultants’ comprehensive knowledge of the platform, industry standards, and business processes was fundamental to the project’s success.

The solution features a self-improving knowledge base that uses customer queries to continuously enrich the information available to agents. To enhance this, we developed bespoke analysis and reporting tools to identify and fill any gaps in the knowledge base.

A critical success factor was our team’s flexibility to adapt to changing requirements during the project, cementing Devoteam as the ideal partner for congstar.