With 7 million contacts a year, the customer call centers at Commerz Direktservice required first class knowledge management to respond quickly and precisely.

 

The easy-to-use controls of Serviceware Knowledge ensure each user gets precisely the information they need – as soon as they need it.

Serviceware Knowledge: Fast, efficient and available through all channels

At the customer call centers at Commerz Direktservice Bank, 500 employees receive 7 million phone calls every year and give information about a variety of products and partner programs. The knowledge base is live and changes frequently every day.

Customers are expecting a response in real-time and the customer-facing staff require current and correct information to provide the best possible response. Commerz Direktservice opted for Serviceware Knowledge to remedy and replace inconsistent file and document management which was also driving up costs.

The close and pragmatic cooperation with SABIO is a strong foundation for our new innovative digitization roll out. Our joint project 'Scaling Knowledge' over the past few months is bringing many unique benefits to our teams. Alexander Holtappels and Stefan Schleußner are great companions and guided us 'on the knowledge journey.' They are always available with a deep understanding of us and our topics.

Nicolai Hardt
Head of Digitalization and Development at Commerz Direktservice GmbH

Success at a glance

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Complete consultation and implementation in just 3 months

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High user acceptance through involvement and intuitive operation

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Consistent knowledge management with high performance

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Uncomplicated updates to the most current version

Challenges and Measures

How can you establish a consistent knowledge structure across different teams and operating divisions that lasts despite the ever changing dynamics of the content? The starting point was a collective analysis of typical conversations in various operating divisions. Through this, we were able to identify mutual core concerns and illustrate these results in the Serviceware Knowledge structure.

We could only satisfy the high demands of different user groups by convincing individual teams and operating divisions of the benefits of a strong solution compared to ineffective previous structures. Transparency and ownership was instilled with mutual editing, entering and checking of the knowledge with all designated editors and division heads.

Through a quick and decisive implementation, the work and cost-intensive previous system was superseded within 3 months and costs were instantly saved. The project was a success due to the intuitive operation of the software (even for users who are technically less experienced) and the teamwork between Commerzbank Direkt and Serviceware.