Case Study: Stadtwerke Hamm modernizes customer service and boosts sales with babelforce

Mission to Modernize - Stadtwerke Hamm meets changing customer needs

Stadtwerke Hamm, a municipal energy and services provider in Germany, faced significant customer service challenges with its outdated telephony system. The system offered no transparency into call queues or agent availability, leading to customer frustration, especially during the pandemic. They needed a modern utility call center solution to improve reachability and understand customer needs, which led them to the vendor babelforce.

The solution from babelforce was its no-code platform, which enabled the implementation of a voicebot to automatically query call reasons and handle routine tasks like payment changes. This provided full transparency for agents and automated processes. The results included increased sales, improved customer response, and a reduced call volume, successfully modernizing their customer service operations.

Stadtwerke Hamm GmbH

Julie Pradler

Digital Platform Advisor