The segment offers tailor-made communications solutions, a broad portfolio of services, and comprehensive, personalized customer support to meet business customers’ needs. The goal is to sustainably improve customer satisfaction and strengthen customer loyalty by adopting a comprehensive, customer-driven approach.
The Business Access Segment has aligned its organizational structure, which takes the form of specialized, customer-driven departments, with high-quality customer service. This helps embed the customer focus in the organization and processes, so as to achieve a lasting improvement in satisfaction.
United Internet’s Business Access segment emphasizes its personal support for business customers. The latter are supported by service agents who are specialized in their individual needs, are in regular personal contact with them, and work closely and trustingly with them to discuss all topics, identify areas of potential optimization, and derive relevant actions to be taken. In addition to these dedicated service agents, business customers have access to a number of different contact points that provide support and help find efficient solutions for their issues. For example, business customers can use a Service & Support Center in Germany and a business customer hotline to discuss their issues directly and in person. In addition, customers can access a number of service portals via the segment’s website.
Specialized departments work closely together with other departments across organizational boundaries so as to continuously improve customer-related processes. One material factor in this continuous enhancement process is the feedback received from business customers. Regular existing customer surveys and touchpoint surveys are core tools used to collect and monitor relevant satisfaction scores. Other key ways of ensuring service quality are additional care calls after powering up, plus outbound campaigns. These are used to evaluate customer feedback so as to identify and improve potential areas for criticism.
The Business Access Segment also follows established international standards with respect to customer service quality and process improvement. This is underscored by its certifications, which are regularly renewed and which attest to optimal implementation of customer requirements, the customer satisfaction generated, and on-schedule delivery (quality management system in accordance with ISO 9001:2015), plus the measures taken to ensure service provision for business customers (service management system in accordance with ISO/IEC 20000-1:2018). The quality of the customer services can also be seen from other, additional assessments. For example, the Business Access Segment won an award for “Best after-sales service“ in the “Internet Access 2024“ category from Chip magazine and market research company Globis Consulting.
As part of its defined policies, the Business Access Segment performed the following actions to optimize its customer service and enhance customer satisfaction in fiscal year 2024:
The Business Access Segment established structures and processes to measure, analyze, and hence improve business customer satisfaction continuously and sustainably using KPIs. Customer satisfaction has been increased sustainably in recent years, with its score rising from 71 points in fiscal year 2023 to 73 points in fiscal year 2024.
Links
Downloads
