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Service Post Business Solutions: Digital Inbox

Industry: Telecommunications

Magenta Telekom is one of Austria’s leading telecommunications providers and offers mobile, internet, TV, and IT solutions to both residential and business customers. As part of the Deutsche Telekom Group, Magenta plays a key role in driving the digital connectivity of businesses and people in Austria.

Challenge and Solution

An overview of Magenta Telekom’s initial situation and our approach to solving it.

Challenge Solution

Clients want answers to their technical or administrative questions about contracts, invoices, or services as soon as possible. All letters and electronic items are processed manually by employees of the Magenta Customer Care Service Centre. This requires a lot of resources and causes long waiting times for clients as well as low service quality.

With its premium digital incoming mail service, Österreichische Post takes care of processing all letters and electronic items received at the Customer Care Service Centre. This targeted use of sophisticated technology translates into an intuitive and quick flow of information at Magenta Telekom. The flawless and efficient workflow at Magenta's Customer Care Service Centre ensures high customer satisfaction.

Result

Significantly faster processing of customer inquiries
Improved service quality
Increased customer satisfaction

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