SELLBYTEL Group: Support

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	„WE WANTED TO CREATE NEW IMPULSES IN SERVICING LARGE AND INTERNATIONAL CUSTOMERS AS WELL AS WITH RESPECT TO QUALITY. IN 2008 THE CHOICE FELL ON SELLBYTEL.“ Manuela Neumeier, Manager TeleSales Germany, Microsoft „LIVINGBRANDS IS WORLDWIDE ONE OF OUR TOP 5 PARTNERS FOR INSIDE SALES AND HAS CONTINUALLY CONTRIBUTED TO CISCO’S CORPORATE GROWTH.“ Jim Blum, Managing Director, Worldwide Inside Sales for Cisco „ESPECIALLY NOTEWORTHY IS THAT THE TEAM EXCEEDS DEFINED GOALS RESPECTIVE TO ALL SERVICE PARAMETERS.“ Mr. Pfister, Head of Department of Telephony, Health Insurance, Allianz Versicherungen „ESPECIALLY REMARKABLE IS OUR SATISFACTION WITH THE TEAM’S PROCESSES AND LEARNINGS, AS WELL AS ITS POSITIVE PERFORMANCE IN TICKET RESOLUTION RATE.“ Dr. Kantsperger, Enterprise Development Division, Allianz Versicherungen "WE HAVE FOUND AN EXCELLENT PARTNER IN SELLBYTEL; ONE THAT SUPPORTS US IN THE MOST DECISIVE AREAS." Kerstin Neubauer, Specialist, Client Service, Pioneer Investment  „WE WERE ABLE TO RENDER COSTS ABOUT 15 PERCENT MORE FLEXIBLE WITHIN THE SCOPE OF THE OUTSOURCING PROJECT.“ Manuela Neumeier, Manager TeleSales Germany, Microsoft „THE COMPANY IS NOT ONLY A COMPETENT SERVICE PROVIDER, BUT ALSO A STRONG SALES PARTNER.“ Peter Draeger, Head of Sales, mydays GmbH Support Challenge Solution From technical support to the e-shop line A leading global IT manufacturer of printers, multi-functional equipment and fax machines was aiming at developing its technical customer support for the German, Austrian and Polish markets. This was to be carried out using an external service provider. Prerequisite was that the 1st level technical customer support could be reached very easily, and that a high initial resolution rate would be guaranteed. In this way, follow-up costs for subsequent 2nd level units, or, on-site service would be reduced. Besides offering the usual support services, customer support would also endeavour to exploit any potential for sales that might occur. From technical support to the e-shop line The IT manufacturer commissioned SELLBYTEL to develop a support unit at the Nuremberg location. SELLBYTEL quickly recruited technical support specialists with the language skills required for the target markets. In order to go beyond purely technical support and to exploit additional sales potential, SELLBYTEL set up what was termed an e-shop line. Using the online shop, SELLBYTEL could immediately send an accessory part to a customer, who, for instance, was using the wrong part in a printer. In order to continually optimize support, customer satisfaction surveys were regularly undertaken and, resulting from this, appropriate measures put in place. Case studies Sales Support Service Contact Ferdinand Grimm Member of the management board of the SELLBYTEL Group DO YOU HAVE QUESTIONS AS TO DETAILS? Then contact me: Tel.: +49 (0)911 - 9339-3540 Fax: +49 (0)911 - 9339-1100 Ferdinand.Grimm[@]sellbytel.de Our clients