Deutsche Online Medien: Also trendsetter in service with support software

Just as their motto: Capture your beautiful moments - Thanks to OMQ, DOM Myphotobook and fotokasten are able to stand out with high-quality products and outstanding services.

Overview

Industry: Ecommerce

Customer since: June 2015

Region: Europe

Employees: 1863

Sales: 220 millionen

Summary:
d|o|m Deutsche Online Medien is a full-service provider in the field photo service and customisable photo products. fotokasten GmbH and myphotobook GmbH are their most popular subsidiaries in Germany

The complete OMQ system in use

Deutsche Online Medien is a provider of high-quality photo products and belongs to the internationally active Elanders Group. There are currently around 80 employees at the Berlin and Stuttgart locations.

In addition to the new technology for the photo products, Deutsche Online Medien also wants to improve the quality of customer service by using the latest technologies. To achieve this goal, they opted for OMQ's intelligent systems. The products OMQ Contact and OMQ Help are used. OMQ Contact extends existing contact forms of the online shops, myphotobook and photo box. OMQ Help is also integrated on the website and resembles a FAQ, which provides questions and answers to the end customer.

OMQ Results

  • Customer experience also seasonal
  • Uniform customer service in 12 European countries
  • Automation of support processes
  • Cost reduction of employee training courses

Implementation

For more than a year Deutsche Online Medien GmbH has been working with the OMQ knowledge base management. The implementation consists of three development steps. In the first step, the OMQ Contact was introduced on the contact page of fotokasten and myphotobook. This makes it possible that customers receive suitable answers automatically and in real time. In the following, the OMQ Assist was integrated to ticket system already in use. With this integration, the service employees receive appropriate text modules for incoming e-mails.

With the OMQ Help, used as dynamic FAQ, all relevant questions and answers can be displayed in the help section. Display and order of the FAQs are calculated based on a special probability theory. At the end of the last phase the Deutsche Online Medien GmbH uses a holistic approach for optimised customer support. The whole administration of questions and answers is done from the easy to use OMQ knowledge base.

Service Center MyPhotobook

Used products:

OMQ Contact

OMQ Help

OMQ Assist

Success

OMQ knowledge base is a central collection of information and is able to do the overall control in real time for all brands. Changes only have to be entered into the system once. Afterwards, they are available to all communication channels. In particular during the Christmas season it makes sense to use intelligent systems, since an enormous number of recurrent customer requests has to be answered in a very short time.

We are still working and keeping our level high, when others already go on Christmas holidays. OMQ’s knowledge base is an elementary building block for the quality of our service.

Deutsche Online Medien GmbH - Damir Svalina
Head of Marketing & Operations

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