Connecting citizens and the city faster with SAP Contact Center software
The City of Wolfsburg is committed to providing fast and dependable services to its citizens. But the city did not have a telephone service that could support the volume of incoming calls. To stay connected with its people, the city knew it was time for a change. Since introducing the D115 hotline, supported by SAP Contact Center software, long wait times are a thing of the past and callers are happier knowing they will be quickly connected to the right person, right away.
Introduce the D115 service center for city services to accelerate responses to citizen queries.
Improve the efficiency and efficacy of customer service with real-time, 24x7 data access.
Build an integrated contact center that includes database, communications, and ticketing.
Flexible solutions that can grow and change with business needs
Ability to integrate SAP Contact Center software with the existing telephone system to create a centralized call center
Ability to gradually deploy multiple contact channels, such as mail and live chat
Automatic ticket generation, thanks to integration with the existing SAP Customer Relationship Management (SAP CRM application)