e*Message (e*Message Wireless Information Services GmbH) opened a new customer care center on August 14th, 2000. All departments serving business users in Germany are now centralized at a single location — a first in the German telecommunications market.
The various departments of the T-Mobil and France Telecom pager services used to be scattered across a number of cities. After acquiring these divisions in January and April, e*Message has now concentrated its customer service, operations, invoicing, sales and product development departments at a single location: the company’s Berlin headquarters. This is especially advantageous for the start-up’s 300,000 business users, employed by such companies as Siemens, Air France, Otis, DaimlerChrysler and BMW. e*Message’s stated goals are to shorten decision-making times and to provide pager users with optimized service.
“We are concentrating our departments for business pagers in Berlin,” said Dietmar Gollnick, e*Message’s CEO, on the occasion of the customer care center's official opening. “Paging is our core activity, not an afterthought. Specialization, flexibility and a European orientation are the competitive assets of our mid-sized business in the expanding telecommunications market.”
Immediately Connected to the Right Expert
The 35 service technicians at the customer care center have been specially trained and are able to answer up to 600 calls daily — with friendliness and expertise. The difference from conventional call centers: customers are immediately connected to the right person. Detailed and unusual questions do not have to be referred to further experts, but can be answered directly. Christine Elgadam, manager of the customer care center: “Every service technician has been trained to solve most problems independently. This saves customers from being referred to further advisors and spending time waiting for a solution to their problems. The technicians are equipped with fast access to our knowledge base in case they need to answer particularly difficult questions.” Reliability, team spirit, willingness to expand their knowledge continuously, and—last but not least—constant attention to customers’ individual needs: these are the qualities that ensure the service technicians’ lasting success.
More than 50 qualified, permanent positions, including the new service technicians at the customer care center, have been created by e*Message in Berlin since the beginning of the year.