Client Stories | City of Wolfsburg

City of Wolfsburg

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.

OBJECTIVES

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.

WHY SAP

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)

BENEFITS

  • 90% answer rate for D115 hotline calls
  • Customer queries are automatically steered to the correct city contact person
  • Massive time savings through automated call routing
  • Elimination of long wait time to get through to the city, resulting in happier citizens

FUTURE PLANS

  • Extension of contact channels to e-mail, live chat, and the Internet
  • Integration of monitoring and reporting functionality to improve analytics and governance capabilities
  • Continued expansion of the SAP CRM application for faster, more comprehensive information on citizen queries