Customer service is the deciding factor for the choice of telephone and DSL providers
In addition to cost and service, NetCologne is employing artegic’s eCRM solution to focus on an improved and easy-to-use customer service, which customers increasingly see as a decisive performance feature. More than 300,000 customers use the digital version of the customer magazine “Freizeichen”.
Also, new product offers, improved rates and individual options for DSL and mobile technology can be communicated in a target-specific way. NetCologne is introducing artegic's ELAINE technology for this purpose. Apart from the function scope and the easy handling, integrability and the highest degree of security requirements were decisive factors for the choice.
Newly defining benchmarks for customer service
Andreas Ziffus, Head of Communication for the sector Private Customers at NetCologne summarises their expectations for the collaboration with artegic: “The use of email marketing in customer management dominates all other channels as far as speed, flexibility and cost-effectiveness go. Also, customers can respond directly to specific offers and therefore receive more detailed information in a quick and uncomplicated manner or order specific services directly in our online service area. We mainly use email marketing in the areas of management of existing customers. Our main target is the effective customer consultation. We have already had very positive feedback.”
Exact, quick and secure eCRM
The ELAINE Online Direct Marketing Suite allows NetCologne a significantly higher degree of operative independence in the marketing workflow.
In particular, sales and service processes can be automated. In an email campaign for mobile users, NetCologne calculated, for example, the individual savings potential with change of contracts based on the telephone usage of the respective customer.
“ELAINE has convinced us with the quality of its engineering and its simplicity to use. With the introduction of ELAINE, we could increase the speed in our campaign management and internally simplify operative processes for the long term,” says Andreas Ziffus.
artegic AG is a consulting and technology provider for digital dialogue marketing. It focuses on the improvement of loyalty and profitability of customer relations in online channels based on comprehensive analytical user profiles (customer intelligence).
With international representatives and 40 employees in its German offices in Bonn and Cologne, artegic has developed client-specific ECRM strategies and has realised these via email, RSS and mobile marketing.
As an associated company of the Fraunhofer Gesellschaft, artegic draws on the know-how of the latter, as well as the expertise from long-standing best practice with international clients, such as RTL, AdLink, Schlecker, QVC, PC-Ware, apetito, Siemens Healthcare and the German Federal Ministries of Finance and Justice.
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