Case Study: congstar improves service quality and speeds up customer care with Devoteam’s RightNow solution

Congstar reduces customer enquiry processing times with Devoteam

Congstar, a Deutsche Telekom subsidiary, wanted to improve its customer care service by deploying a multi-channel solution from RightNow. The challenge was to handle all customer communications, from FAQs to agent requests, on a single platform to ensure high-quality service despite being a low-cost provider. Vendor Devoteam was brought in to address this need.

Devoteam designed and implemented the RightNow solution, which featured a self-learning knowledge base. This system streamlined workflows by allowing customers to find answers via FAQs before seamlessly handing complex inquiries to agents, who were provided with full customer history. The solution developed by Devoteam significantly increased service quality, enabled more efficient management of agents, and greatly reduced customer enquiry processing times.

Congstar