The feedback from the team is clear: the colleagues are really enthusiastic about working with the INEXSO ERM. So after only 5 months, this solution is definitely a success story.Annett Oriwe, Head of Customer Service Center at Contipark, Berlin
The companies of TUI AG represent all stages of the tourism value chain. From the travel agency to the tour operator and airline to the hotel and destination agency, the customer can rely on a quality promise throughout the TUI Group that applies everywhere in the world.
Challenge: INEXSO provides software for a wide range of TUI companies (including TUI4U, TUI Service, TUI Cruises, TUI Balance, Airtours) for very different requirements. On one hand, this means a large communication volume that is processed at different locations. On the other hand, a wide variety of channels are processed, e.g. email, letter, fax, short messages. In two systems, individual requirements for feedback management were realised in projects. In one case, a specific group travel management was established, and finally in another case, the INEXSO logic runs in a black box under the GUI of a 3rd party system.
Yet almost everyone in Europe has done business with CEWE: with 14 laboratory locations in 20 European countries, the company is the largest independent photofinisher in Europe. On the photo market, CEWE and its more than 4,000 employees supply more than 20,000 retail partners. More than 3 billion photos and 6 million photobooks are printed every year.
Challenge: In customer support for the still emerging market of digital imaging, tens of thousands customer enquiries have to be answered every month. INEXSO ERM accelerates the processes through pre-analysis, routing and response support. The workflow remains transparent despite the integration of several locations, including several external service providers in high season.
Multi-client capability allows CI-compliant responses on behalf of CeWe partners. Integration of artificial intelligence (AI) allows to identify topics, selectively assign emails to staff trained for this topic and support the agent with response suggestions.
WhatsApp in INEXSO ERM - it's intuitive, modern and makes processing so much easier. There is nothing more practical than being in our customers' smartphone contact list.Marion Roelfs, Head of Customer Advisory Centre at alsa-hundewelt
Hawesko Holding AG is a listed wine trading group based in Hamburg and a leading supplier of high-quality wines and champagnes. Its 19 companies generated a turnover of around € 620 million in 2020 with approx. 1.200 employees. More than € 220 million turnover was generated on the Internet. This makes Hawesko the world's largest online wine retailer.
Challenge: Integration of a response management solution for the multilingual support of five online shops into the existing systems. Installation of an SAP interface, by means of which all relevant customer data is visible in ERM. The interface also enables the telephone customer support to display all e-mail correspondence in the SAP system.
Allianz Global Assistance consists of two pillars in Germany: AGA International S.A., a provider of special insurance for travel, leisure and stays abroad, and the assistance company AGA Service Deutschland GmbH, in which Allianz Versicherungs-AG holds a stake.
The focus of Allianz Global Assistance is the development of tailor-made products consisting of insurance cover and assistance services from a single source. The combination of both areas allows for the support of travellers in any crisis situation. 500 employees work at the Aschheim location near Munich, and a network of more than 13,200 employees is available worldwide.
Challenge: Intuitive operation of the software by the clerks with full flexibility of the processes to be mapped. Simple and individual set-up for several departments. Uncomplicated software adaptation for the specific requirements of claims processing.
The INEXSO platform is used for both reservations and guest feedback. Customers can contact us in writing, by phone, but also in person. We use all the competences of INEXSO for this.Andrea Kruse, Director Customer Service at TUI Cruises, Hamburg
DER Touristik Group
DER Touristik Group bundles all subsidiaries and holdings and is a leading European travel provider. It serves around 7 million guests per year. DERTOUR is one of the largest tour operators in Germany and Austria. The company, based in Frankfurt/Main, is part of the Deutsches Reisebüro group of companies, which in turn is a wholly owned subsidiary of the REWE Group in Cologne. With its concept of individually combinable travel packages, DERTOUR is the German market leader for this segment.
Challenge: The ERM maps the correspondence of the tour operators DERTOUR, Meier's Weltreisen and ADAC Reisen in equal measure. A wide range of destinations is taken into account via complex routing. In order to soften enquiry peaks, the software has been adapted to prioritise enquiries according to the travel dates they contain.
The Erwin Müller company, based in Buttenwiesen, Bavaria, was founded in 1951. The specialist mail order company for home textiles employs around 370 staff to realise the wishes of quality-conscious customers.
Challenge: Different operating times, international routing (Austria, Switzerland), individual reports (reporting of the service levels, taking into account interim notices), integration of chat
We guarantee our customers service levels of 1 hour. This can only be achieved with stable software like INEXSO ERM.Horst Bähring, Vice President Online Solutions FCm Travel Solutions, Berlin
Founded in 1979, the family-owned company buttinette is one of the largest mail-order companies for handicrafts and carnival supplies in Germany. The company is headquartered in the small Bavarian-Swabian town of Wertingen with a total of around 500 employees, and also has branches in Austria, Switzerland and France. Sales are made via the annual catalogue and the online shop. Both present a range of 28,000 articles.
Challenge: Buttinette learned to appreciate the use of an email management software from its outsourcing partner. For the intended in-house operation, organisational, technical and commercial aspects had to be taken into account. For example, a simple migration of the archive data from the old system as well as a short offline time for the transfer of open enquiries on the day of the change was important. A customised SAAS contract took into account seasonally strongly fluctuating email volumes as well as a dashboard adapted to buttinette. A 2-day training session immediately before going live rounded off the implementation.
Contipark Parkgaragen GmbH in Berlin is a 100% subsidiary of the Belgian S.A. Interparking N.V. As Europe's largest car park operator, the company runs around 500 properties with over 130,000 parking spaces in more than 180 cities. Contipark is a leader in offering innovative services such as the cashless P-Card, parking space search and reservation via app, electric charging stations and, last but not least, a customer service for general questions about parking as well as a control center for immediate assistance at the entry and exit terminals of the parking facilities.
Challenge: INEXSO ERM was initially implemented as an interim solution for a period of 3-4 years until Microsoft Sharepoint was introduced. The decisive factor for choosing INEXSO was the rapid introduction and customising that could be implemented with manageable effort. Before going live, open emails were imported from Outlook and a fax gateway was set up. A date parser was integrated and configured to recognise and prioritise short-notice reservations. The success achieved with the ERM in just a few months led to the expansion to include the Facebook channel and the extension of support to Austria. Although only 0.02% of all parking transactions lead to a complaint, the most recent expansion was the introduction of a feedback management.
Our entire customer communication in 20 countries runs via INEXSO software. Thus, a technician must be available at all times, even outside of operating hours if necessary. INEXSO has been providing us with very professional and reliable support here for many years.Stephan Gürtler, Head of Internal Sales at CEWE, Oldenburg
Allianz Direct Versicherungs-AG, headquartered in Munich, is a German direct car and legal protection insurer in pure internet sales. Since 2012, various other insurance products have been offered, partly in direct sales, partly brokered. The operational business is handled by employees of Allianz Versicherungs-AG. Allianz Direct served over 750,000 customers in 2020 and consistently receives very good quality ratings.
Challenge: The ERM system of Allianz Direct processes up to 50,000 customer enquiries per month. The solution was extended to include insurance-specific functions that allow automatic recognition of insurance policy numbers, licence plates and customer data in emails and transfer to a CRM module. A specifically adapted data aggregation writes defined processing actions to a transaction report every quarter hour.
Compliance with the strictest data protection regulations is essential in the health sector. We feel well looked after here at INEXSO.Dr. Claudia Busch, Head of Customer Care at vilua, Berlin
The company, based in Wrocław/Poland, was founded in 2004 out of a passion for beautifying interiors. The product range extends from hand-painted pictures and canvas art prints to wallpapers and wall tattoos. The company stands for the highest quality and delivery reliability. Today, artgeist has over 250 employees and sells through its own online shops (artgeist, bimago, murando, stiledo, etc.) as well as on platforms (ebay, amazon, etc.) in 10 languages and 17 countries. Since 2018, artgeist is in the portfolio of Resource Partners Sp.z o.o., an independent private equity investor. In 2020 artgeist achieved a turnover of over € 43 million.
Challenge: Already in strong growth, with the 2008 Christmas season just around the corner, the entire initial project from presentation to negotiation to going live was realised within 3 weeks.
For the start, the INEXSO software was installed on an onpremise server with a German and English user interface and set up for the initially 6-language service. Due to the time pressure, it was agreed to hold a bilingual introductory training on the Advent weekend.
In the course of its further internationalisation, artgeist decided to switch to INEXSO Hosting in 2014. In order to be technologically well positioned in the long term, the contract framework was adjusted in 2019.
alsa-hundewelt GmbH & Co. KG is a specialist mail order company and was founded in 1997 in Ihlow, East Frisia. The company is committed to its guiding principle "Natural healthy nutrition for man's best friend". With alsa-nature, a premium nutrition line was established. The shipping of high-quality dog food is rounded off by free nutritional advice and flexible food subscriptions.
Challenge: Wish for more clarity in cross-departmental communication with customers. Integrated processing of the channels email, chat, WhatsApp under one GUI as well as controlling options for the management.
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