The Business Applications and Business Access segments focus on products and services for business customers. The actions described in the following relate to the potential impact of “Consequential damage for customers due to poor service quality” and hence relate to the business customer service function. The policies described in the previous chapter that are designed to ensure retail customer satisfaction also apply in the context of business customers and have not been repeated here.
One core goal for United Internet’s Business Applications Segment is to further enhance its customer-driven approach in the Business Customer area. This focus can also be seen from the fact that the Customer Support, Service Delivery, and Service Improvement teams report directly to the Chief Operating Officer (COO).
These teams assess processes for their intuitiveness, efficiency, and contribution to business customer satisfaction. A variety of feedback mechanisms and KPIs are used to effectively determine business customers’ needs and preferences. “YourVoice” surveys and user experience labs allow United Internet to collect direct feedback on a broad range of topics.
Artificial intelligence is deployed to analyze feedback across different channels in real time and to obtain insights into business customers’ experiences and expectations. The use of this technology serves to maintain customer satisfaction.
The feedback collected is decisive in being able to identify areas in which improvements or innovations are necessary. It is used to tailor strategies and services to business customers’ expectations.
The Personal Consultant Program assigns an expert to each business customer to ensure that the support received matches their individual needs. It allows United Internet to directly support business customers and accommodate their specific requirements. This applies in particular to small enterprises and craft business wishing to develop or expand their online presence.
One particular focus in United Internet’s Business Customers area is on the dialog between customer service staff and management. Agent round tables and Gemba Walks are used to encourage this dialog and ensure that insights from customer contact are incorporated directly into service improvement strategies.
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