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Case study

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

"SAP Contact Center, expertly implemented by ECENTA, has really been great for our city. The management of contacts, high rate of availability, and good data management are helping us get closer to our citizens every day.”

Wolfgang Beuermann, IT Strategy and Planning, City of Wolfsburg

Our references

Our clients range from Fortune 500 companies to emerging industry leaders. We help solve their most complex and interesting customer engagement and commerce challenges. We start by listening and we end with measurable business outcome.

ARYZTA Food Europe

ARYZTA Food Europe

  • SAP Sales Cloud
  • SAP Contact Center
  • SAP Commerce Cloud
COCA-COLA FEMSA

COCA-COLA FEMSA

  • SAP Marketing Cloud
  • SAP Sales Cloud

City Of Wolfsburg

  • SAP CRM
  • SAP Contact Center

OMNICELL INC.

  • SAP Service Cloud

Institut Straumann AG

  • SAP CRM
  • SAP WCEM

Vancouver Canucks

  • SAP Marketing Cloud
  • SAP Sales Cloud