During the implementation phase, Clarify eFrontOffice, a standard software package, was tailored to the organization's specific business processes. This included predefined responses to common customer queries and effective complaints management. Call center agents are provided with the functions and information they need at each stage of customer interaction via user-friendly, clearly structured screens. The 30 agents currently employed all have direct access to LBS Bayern's customer account data at the click of a mouse. Under certain circumstances, the new system triggers proactive processes.
Agents are, for instance, prompted to contact customers who have closed their accounts.
The new call center makes effective customer relationship management a reality. LBS Bayern will reap a number of tangible benefits. The high quality and convenience of telephone assistance will increase the loyalty of existing customers and help attract new account holders. General queries can be dealt with directly by the call center agents to relieve the burden on sales staff and other departments - freeing up human resources. The use of industry-standard technology means protection of investment and lower total cost of ownership.