Voice of the Customer
1&1 Internet Inc. USA
Dirk Moreno Arias, VP Global Customer Care
Disaster Avoidance and Recovery Program
SCHOLAND & BEILING | Partner sind unsere erste Wahl vor allem für kritische Projekte mit internationalem Maßstab. Fundierte operative und strategische Erfahrung als auch technisches Verständnis, greifbare Ansätze zur Problemlösung, ein hochverfügbares internationales ...
Avon
Sabine Rathje-Meier, Manager Customer Care
New Service Strategy and BPO Process
Die Unternehmensberatung SCHOLAND & BEILING | Partner hat uns in schwierigen Zeiten dabei unterstützt, die richtige Strategie für einen zukunftsorientierten Customer Care Betrieb zu definieren und das komplexe Projekt im internationalen Umfeld professionell und zielorientiert zu ...
Avon
Peter Permanseder, IT Manager Germany & France
Implement new OSP offshore site
Im Rahmen eines internationalen BPO Prozesses hat das Team von SCHOLAND & BEILING | Partner einen hervorragenden Beitrag zur Definition einer zielgerichteten IT/TK Strategie, zur Auswahl geeigneter Dienstleister, als auch zur Umsetzung bis zu Go-Live in Time und in Budget geleistet.
Yorkshire Water
It is our goal to be the best water company in the UK and to achieve this we need to differentiate ourselves by being the leaders in customer service. In keeping with this goal, we will continue to work with eGain® to provide innovative customer service options and further improve customer ...
Gordelik
Eine gut funktionierende Kooperation in Personalfragen setzt gleich hohes Maß an Marktverständnis, Schnelligkeit und Flexibilität voraus. All das prägt unsere Zusammenarbeit mit SCHOLAND & BEILING | Partner sowohl bei der Besetzung von Führungskräften, als auch bei der Vermittlung von Interim ...
aicooma
Tom Peruzzi, Geschäftsführender Gesellschafter
Wir - aicooma - haben SCHOLAND & BEILING | Partner als verlässliches, unkompliziertes und partnerschafltlich orientertes Unternehmen in unseren gemeinsamen Projekten kennengelernt. Die Zusammenarbeit ist stets im Interesse des Kunden gestaltet und die gemeinsame Vertrauensbasis ermöglicht für den ...
Aliant
eGain® Knowledge has proved to be the single largest contributor to the operational efficiency that we have achieved in our contact centers.
Barclays Stokbrokers
Garry Hunter, Client Experience, Barclays Stokbrokers
Our aim, in improving our customer service, was to make eGain® knowledge the de facto in-house 'bible' for staff dealing with complex product queries. Only by deploying best practice 'expert' responses directly from the knowledge bas can we deliver the consistency of response necessary for the high ...
ABN AMRO
Miltion Santiago, Senior Vice President of Electronic Banking
The eGain solution has made it possible to service new customers effectively, enhance our relationships with existing business clients, and gain a better understanding of our customer's needs. Outstanding service is a competitive differentiator and eGain has helped us gain that edge.
Cassini
Michael Schmitz, Management Consultant
reliable, competent, trustful, creative and well executing partner
Avon
Christa Hartwig, Sales Inhouse Manager
Define & Establish new Sales channels
Das Team von SCHOLAND & BEILING | Partner hat uns im Jahr 2008 durch substanzielle Veränderungsprozesse begleitet und neue Vertriebsmodelle entwickelt und etabliert. Die menschliche Herangehensweise verbunden mit hoher Professionalität und Umsetzungsstärke war dabei der Schlüssel zum Erfolg.
Irish Ferries
Seamus McCarville, Head of IT, Irish Continental Group
By combining web self-service with email management, we can provide a consistently high quality of service. In addition to our information sources, all of our agents have access to the latest FAQs published on the site. By taking this approach we have minimized the effort in providing answers to ...
Barclays
Roy Hudson, Customer Service Manager, Barclays Banking
When we introduced eGain® Knowledge, it put us in control of the call. We dictated the pace of the call and were able to convey consistent answers to the customer. We went from solving about 70 percent of calls at first point to solving around 95 percent of all calls without requiring an ...
ebay
Andreas Kroniger, Director International Customer Support
Das Team von SCHOLAND & BEILING | Partner hat uns im Jahr 2008 erfolgreich bei einer detailierten Potentialanalyse für einen neuen Customer Service Standort in Deutschland beraten. Das Netzwerk, Know-How und die Erfahrung von SCHOLAND & BEILING | Partner haben dazu beigetragen, die ...
Lucas Learning
Brian Carlson, Help Desk Web jedi, Lucas Learning
We get very positive feedback from customers who use eGain® Knowledge. They prefer this self-service solution over call centre support and as they buy additional products, they're already trained on our support system.
Avon
Tracy Raikes, VMO Manager Avon Global
It has been a pleasure working with Dirk Scholand since November 2008. As an Independent Business Consultant with the Avon Germany outsourcing project, Mr. Scholand continues to be a key player and excellent advisor. While keeping Avon’s best interest at heart, Mr. Scholand has the capacity of ...
HMV
Stuart Rowe, eCommerce Director, HMV
As soon as we saw what Campaign could do for us, we made the decision to go forward.
Ineas
Guy Leroy, Chief Technical Officer, Ineas
Our choice for eGain® Mail was clear; it's a modular solution, which was easy to implement, and which will allow us to grow as we expand into more European countries.
Gymboree
Kelly Helthall, Online Marketing Coordinator
We wanted to put our arms around our customers. First, from a service standpoint, then from a targeted marketing angle.
hrmatic
Thorsten Sand, Geschäftsführender Gesellschafter
Zu Fragen des Kundenservice können wir uns keinen professionelleren und zuverlässigeren Partner als SCHOLAND & BEILING | Partner vorstellen. Das umfassende Know-How zu allen Aspekten des Kundenservice hebt SCHOLAND & BEILING | Partner deutlich aus der Masse heraus. Wir sind froh, SCHOLAND & ...
Navman
Bruce Swan, European Helpdesk Manager, Navman
eGain´s® staff were professional and highly experienced. Their expertise negated the need for any external consultancy, and the project was delivered in full and on time.
PROLOG
Using eGain®Mail we are perfectly set up to increase our capacity for new business, it has become an integral part of our business proposition.
Lloyds TSB
Anita Hockin, Head of Marketing, Lloyds TSB
Providing the best possible experience starts with the initial registration, ensuring we retain and support customers through their journey to regular and valuable usage of the system. First impressions are key when pursuing active customer usage.
Newcastle City Council
John Lee, Newcastle City Council
Agents were repeatedly recreating case histories and duplicating work.
Patelco Credit Union
David Cole, iBranch Manager, Patelco
The decision to implement eGain®Mail has already paid off
To be able to deliver, with significant impact, the level of service we've been able to generate has been impressive.
Replacements
Jack Whitley, Manager of administration and information
Good service is of paramount importance for government agencies. With its rich functionality, eGain´s® solutions have enabled us to dramatically improve our customer service.
RDW
Zeger Baelde, Manager of administration and information
Good service is of paramount importance for government agencies. With its rich functionality, eGain´s® solutions have enabled us to dramatically improve our customer service.
Scottish and Southern Energy Plc
Paula Bromfield, Project Manager, Scottish and Southern Energy Plc.
eGain®is the bedrock of our customer service email operations.
Southern Water
Neil Hawkes, Call Centre Manager, Southern Water
The eGain®team were very responsive and knowledgeable. They knew exactly what to do to help me meet my ultimate objective of improving customer service.
Vertex
In the increasingly complex world of mobile phones, our agents are more confident in answering customers' inquiries. In turn they provide better service to our customers.
Timberland
Bill Bragger, Consumer Service Manager, Timberland
We're a global company and most customers outside the U.S. contact us by sending an email. With eGain®Mail, we can channel those inquiries to specific CSRs. It's really helped us to streamline the way these customers are handled.
Transco
John Roger, Manager of call centres, Transco
Not only did eGain®Knowledge help us improve service consistency, we also achieved a 21 percent reduction in call handling time and an eight percent reduction in field engineer visits.
Transition Networks
Cheri Beranek-Podzimek, Vice President, Transition Networks
Before eGain®Live, we could never have trained the number of people we are currently training. The perception now is that not only are we technology experts, but we use technology expertly.
E-Plus Mobilfunk GmbH & Co.KG
Susanne Blosze, Direktor Customer Service & Telemarketing
Business Process and Workflow Management Audit
Die Unternehmensberatung SCHOLAND & BEILING | Partner ist für uns ein absolut zuverlässiger, auf Augenhöhe agierender und professioneller Partner. Eine sehr schnelle Auffassung zu unserer Aufgabenstellung und den damit verbundenen Herausforderungen, ein hohes Kunden- und Dienstleisterverständnis, ...
Atelier Goldner Schnitt GmbH & Co. KG
Doris Pauli, Mitglied der GL Vertrieb
Beratungsprojekt Kommunikation und Service 20XX
Wir haben in diesem Projekt Mitarbeiter von SCHOLAND & BEILING | Partner als Berater und Projektleiter eingesetzt, die es hervorragend verstanden haben, die Zukunftsvision unseres Hauses in eine klare Projektstruktur und –vorgehensweise einzubinden, verbunden mit einer konkreten Handlungsempfehlung ...