AURELIUS subsidiary brightONE Consulting lands major orders
- Telefónica Germany opts for SocialCom® from brightONE
Munich, June 11, 2015 – brightONE Consulting, an AURELIUS Group subsidiary (ISIN DE000A0JK2A8), is on track for even more success. In the hard-fought communications solutions market, the company has managed to acquire prestigious new customers and major orders with Telefónica Germany and UniCredit Direct Services, among others.
At Telefónica Germany, the biggest mobile provider in Germany, the focus is on customer orientation, complete with high expectations in terms of the customer experience with the network, products and services. This also includes the service it provides in social networks. Automation is needed to productively integrate social media in existing support business processes. This is being achieved by Telefónica Germany by employing the SocialCom® social media engagement tool from brightONE. Telefónica requires only one tool to oversee all corporate pages of its O2 and Netzclub brands on Facebook and Twitter quickly and easily.
Social Com® is the central hub connecting the social networks with the internal communication processes and systems. Customer communication in the social network is seamlessly integrated in existing systems and processes as a further customer channel, irrespective of which contact center solution or other backend system is used. SocialCom® makes it possible to control and efficiently support the entire social media service process from monitoring through to response in the social network.
“SocialCom® enables our Social Media team to capture all incoming questions, comments and messages on the Facebook and Twitter pages of O2 and Netzclub using a single tool,” says Max Ehlers, Project Manager at Telefónica. “We can manage and quickly process communications in the social networks in a structured way, and – if necessary – pass on customer inquiries by means of a central interface. The time saving and high level of customer satisfaction from fast response times are the extremely positive result of employing SocialCom®. brightONE Consulting has proven to be the ideal partner for us for the automation of our social media services. We’ve been won over by both the smooth integration of SocialCom® and the competence and flexibility of the staff. We look forward to continuing our successful cooperation.”
Further development of SocialCom® has been boosted of late by investment in a development center in Poland coupled with the active support of the corporate parent, AURELIUS. Now employed for interactions in social networks by customers in 42 countries, the solution has won the CCV Quality Award in the IT Innovation category and been nominated several times in polls of funkschau readers over recent years. To find out more, visit www.socialcom.de.
About brightONE Consulting:
brightONE Consulting GmbH specializes in customer experience management and has over 30 years of experience. From consulting and system integration to operation and support, we are number one when it comes to complex contact center projects in Germany. We can help you with the design of your customer service to make it more efficient, responsive, intelligent, convenient, automated, personal and location-independent across all channels. With our CX consulting, CX co:lab, CX platforms and CX care lines of business, we create lasting competitive advantages by leveraging practical, individual collaboration above and beyond the usual standards. brightONE emerged from the IT company Tieto and is now part of the Munich-based AURELIUS Group.
To find out more about brightONE, visit www.brightone.de.