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Siemens powers customer support centre with NewVoiceMedia

NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that its ContactWorld for Service solution has helped Siemens Wind Power transform its customer experience. Since deployment, the global leader in the manufacture, installation, commissioning and service of wind turbines, has been able to deliver a personalised, around-the-clock service to thousands of customers, while improving business efficiencies and reducing costs.

With ample coastlines, the UK and Ireland are the leading regions in the offshore wind market and Siemens is experiencing 30 percent growth year-on-year. The company has already serviced over a thousand offshore turbines with 3.7GW of capacity and is expecting to have over 8GW of installed capacity by 2020.

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.

ContactWorld also meets the company’s requirements for a solution that can be customised in response to changing business needs. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Furthermore, all of Siemens’ customer support consultants can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from different offices, at a wind farm, or from home.

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 leader in customer service. The solution’s ability to help us meet our SLAs and improve customer satisfaction across our monitoring, technical support and SCAFA teams, while being scalable and flexible, are major pluses for us and we’re now looking at taking advantage of NewVoiceMedia’s global network by further developing our service across the Americas, EMEA and APAC”.

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”.