04
Feb
2021
News
Full efficiency in ÖBB customer service with Microsoft Dynamics 365
As a customised solution, the previously used system was inflexible and could only be adapted to new requirements and processes with great effort. Inconsistent processes and the complex interaction of different systems were an additional challenge for a positive customer experience. This was a particularly critical point, as faster and faster problem solutions are expected and a high level of customer satisfaction is a key differentiator in the ÖBB philosophy.
With a flexible Microsoft Dynamics solution, we create consistent processes and clarity. 99% of customer enquiries can now be conclusively resolved during the initial contact.
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Microsoft Dynamics 365
Microsoft Dynamics 365
Markus
Bergmann
Everything at a glance
All relevant customer information such as discount cards, open enquiries and train data is collated from various systems and made available to employees in clearly organised dashboards. Enquiries can be resolved much more quickly and internal queries are greatly reduced.
Documentation of the communication
When contact is made again, customers are spared repeated explanations and processing times are greatly reduced.
Knowledge database
Our system provides standardised data for detailed information and suggests suitable text modules. This creates reproducible processes and provides customers with correct answers, regardless of who is currently processing the request.
Correctly connected
Microsoft Dynamics 365 Contact Centre automatically places calls and emails in the appropriate queues and assigns them to the next available employee. Requests are prioritised based on type and content and assigned to the appropriate employee.
Virtual help through chatbots
Virtual agents and chatbots based on Microsoft Copilot Studio are already a reality and in use at ÖBB. For passenger rights & refunds, data changes, advantage cards and climate tickets, a chatbot supports visitors to the website and can forward them to a customer service employee if necessary. The chatbot's subject areas are being continuously expanded to enable it to resolve customer concerns even faster.
Award for excellent customer service
At the "Fête d'excellence", our CTO Alexander Wolf and Robert Sluka from ÖBB had good reason to celebrate!
We were particularly pleased to win first place for ÖBB at the annual celebration of customer orientation in practice, as the customer service staff have been using our CRM solution for many years to provide the best possible support for rail passengers.
With KSMS in customer service, we are at the forefront of the digitalisation process. By optimising processes and creating a one-face-to-the-customer experience, we guarantee an improvement in processing quality. At the same time, we have a tool that is used to control the achievement of service levels.
Manuel Zeiner ÖBB Customer Service, Customer Feedback Reporting Team