Case Study

How Commerz Direktservice Handles 8 Million Customer Contacts with Structured Knowledge

Challenges

Around 850 employees handle nearly 8 million customer contacts annually
Unified knowledge structure across teams, business units, and channels required
Highly dynamic content

Results

Fast implementation time of 3 months
High user acceptance through participation and intuitive usability
Increased transparency and accountability through structured knowledge management

Company

As Commerzbank's digital-personal customer center, Commerz Direktservice GmbH enables its customers to have personal contact and digital access across all modern communication channels. Around 850 employees handle nearly 8 million customer contacts annually and impress with a broad range of products and partner programs.

With constantly growing and new knowledge, efficient and state-of-the-art customer service in real-time is only achievable through well-structured knowledge management and digital self-service.

Challenge

In order to meet its customers' high expectations in the digital age, Commerz Direktservice GmbH raised the following question: How can you establish a consistent knowledge structure across different teams and operating divisions that lasts despite the ever changing dynamics of the content?

Solution

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 rapid implementation within 3 months, the previous labor and cost-intensive system was replaced by Serviceware Knowledge. The intuitive operation of the software, the integration possibilities via API and high-quality consulting made the project a success.

“The close and pragmatic cooperation with Serviceware Knowledge 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. The Serviceware team is a great companion 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