The Bertelsmann Services Group is investing DM2.5 million, or $1.2 million, in Aspect eCRM solutions. The marketing service provider is equipping two new contact centers in the German cities of Münster and Gütersloh with the Aspect Customer Relationship Portal and Aspect Call Center software.
Together, Bertelsmann and Aspect are setting up a centrally-controlled platform for customer relationship management by telephone, e-mail, fax and the internet. Bertelsmann is also planning to expand its present facility in Dortmund, Germany, and to set up new contact centers there and in Liverpool, England, that will also use Aspect eCRM solutions.
The Aspect Customer Relationship Portal, which integrates with Aspect Call Center call-processing software, blends telephone calls with e-mail, fax and web contacts into a common queue of customer interaction; integrates front-office, back-office and contact center applications into a seamless system; and unifies business functions, from sales to marketing to customer service.
“We put particular emphasis on finding a future-proof solution that allows centralized control and consolidated reporting,” said Frank Maurer, managing director of Bertelsmann Marketing. “In the end, we chose Aspect because from a technological point of view, it is one of the front runners, and it also offers us excellent support and project management capabilities.”
The Bertelsmann Services Group’s clients include its own internet subsidiary, BOL, as well as internet providers, banks and power supply utilities. Many Bertelsmann customers report that e-mails already account for about 30% of their overall volume of contacts, which indicates an increasing need to provide service via electronic communication channels.
“In a business environment where communication channels are changing and eCommerce is growing, companies are exploring how they can continue to manage their customer relationships successfully,” said Beatriz Infante, Aspect CEO. “The key is to implement a comprehensive solution that guides each interaction, regardless of the communications medium used, through the contact center from initiation to final resolution.”
The Bertelsmann Services Group is a union of service enterprises that covers data management, production, distribution, customer care, bonus systems, finance service and eCommerce. The Bertelsmann customer list includes clients from publishing houses, book clubs, banks, department stores, telecom providers and automobile and film industries, as well as air traffic and transport enterprises.
Aspect’s position in customer relationship management solutions is based on its 15-year history and 7,600 customer contact centers. Aspect is headquartered in San Jose, California, with offices in major cities worldwide.