News : Siemens Powers Customer Support Centre With NewVoiceMedia
London, UK July 9, 2015 -- NewVoiceMedia, a global provider of cloud technology which helps businesses sell more, serve better and grow faster, announces that its ContactWorld for Service solution has helped Siemens Wind Power transform its customer experience. Since deployment, the global provider in the manufacture, installation, commissioning and service of wind turbines has been able to deliver a personalised, around-the-clock service to customers, while improving business efficiencies and reducing costs.
To meet the demands of such a rapidly expanding offshore wind industry, Siemens needed a powerful, scalable and flexible customer contact platform which would enable the business to provide an excellent 24/7 customer service experience. With ContactWorld, built on the Salesforce1 platform, the company now benefits from immediate access to a customer's entire history of interactions from one screen, incoming calls are intelligently routed based on Salesforce data and Siemens can prioritise calls from key contacts to improve handling time and customer satisfaction. Real-time reporting and analytics also offer complete visibility of contact volumes, advisor performance and customer experience, helping the company improve business processes and the performance of individual advisors to ensure Siemens continues to offer the best experience possible.
Jamie Rowlands, Round 3 Development Manager at Siemens, comments, "The calls we receive are absolutely critical, whether it's an offshore technician, a customer, one of the UK's big six energy companies, or a hill farmer in Wales. ContactWorld has made such a huge difference to our customer support and is quickly helping us reach our potential as a global provider in customer service."
Jonathan Gale, CEO of NewVoiceMedia, adds, "It's great to hear how ContactWorld has transformed Siemens' customer experience, while improving its business efficiencies. Our integration capabilities and scalable true cloud solution will also support the business as it grows, and we're confident that the company will continue to recognise major benefits from the technology, no matter where they are located".
Posted by Veronica Silva Cusi, news correspondent
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About NewVoiceMedia :
NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
About Siemens Wind Power:
Siemens Wind Power, is a wind turbine manufacturer established in 1980 as Danregn Vindkraft. Bonus Energy was acquired by Siemens of Germany in 2004.
Published: Monday, July 13, 2015