Customer Contact Management (PDF)

Factsheet 02/2014 Customer Contact Management Page 1/2
Customer Contact Management
Flexible end-to-end solutions for your customer care services
Companies today see themselves confronted with high
service expectations coupled with increasingly complex
customer queries and a wide diversity of communication channels. Most companies do not have the capacities to provide such resource-intensive customer care
services. Swiss Post Solutions (SPS) offers the professional support they need to meet this challenge: a
reliable and flexible service catering to all areas of
Customer Contact Management (CCM).
The challenge
Market changes in the area of customer contact management are making it increasingly difficult for companies to
focus on their core competencies. Customers expect
increasingly comprehensive services while the mix of
communication channels continues to develop at a hurtling
pace. Processing times must be constantly reduced, quality
optimised. On the other hand, customer queries do not
occur in regular intervals and predictable volumes. Many
companies are not able to meet these complex challenges
with their existing structures. This requires the competence
of an external customer contact management specialist that
guarantees flexibility, quality and reliability.
The SPS solution
For your customer care management, we offer an end-to-end
flexible service covering all channels – from inbound, outbound
Classification: public
and backoffice services to successful, case-conclusive, order
processing.
Inbound and backoffice services
– Information and advisory consultations
– Shipment of application and information documents
– Service and help desk
– Logging of customer support requests and orders
– Upselling
– Account clearing
– Returns management
– Complaint management
– Goodwill processing
– Customer retention measures
Outbound services
– Appointment bookings
– Telesales
– Proposal and shipment follow-ups
– Welcome calls
– Customer satisfaction surveys
– Service and information calls
– Cancellation prevention
– Special offers
– Customer winback measures
Case processing
– Review and clarification of complex and special cases
– Requests for missing or supplementary documents
– Storage and updates of data in the customer's system
Factsheet 02/2014 Customer Contact Management Page 2/2
Your benefits
us to avail of a comprehensive back-up concept in the
case of emergencies.
Professional customer care increases customer loyalty
and efficiency.
We apply our comprehensive know-how and long years of
experience in the area of customer contact management for
your benefit and the care of your customers. You reap the
rewards in more ways than one:
High quality standards
Our internal training and quality department ensures a
consistent level of high quality and optimises processes
continuously. The guarantee for enduring customer
satisfaction. SPS has also received ISO 9001 certification.
Know-how and flexibility
Experienced, competent members of staff are at your
disposal to support you in the implementation of complex, individual projects with case-conclusive processing.
High safety standards
The high-level certification standards, derived in particular
from ISO 27001 certification, guarantee the security of
our sensitive customer data.
Socially responsible HR concepts
SPS retains its employees on a long-term basis with
additional performance-oriented remuneration, motivation
measures and further training. Our sustainable employee
retention allows us to ensure stability and process optimisation in daily business operations.
Stability as a partner
As a division of Swiss Post, SPS plays a major role in the
company's strategy for its future. Its successful economic
operations allow the state-owned corporation to offer
the financial and structural stability required for a longterm partnership.
Extensive back-up capacities
Over 500 employees work today for SPS at our locations
in Hallstadt, Coburg and Pulsnitz in Germany. This allows
Swiss Post Solutions
Customer Contact Management
Lead generation
Customer
acquisition
Churn prevention
– Inbound, backoffice & outbound services
– End-to end case
processing
Custom
Convincing
"problem"
customers
Classification: public
Contact
Swiss Post Solutions GmbH
Melissa Woolford
Michelinstrasse 144
96103 Hallstadt, Germany
Phone +49 951 91 68 2100
[email protected]
www.swisspostsolutions.de
er life cycle
Retaining core
customers

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