Case Study: DEW21 improves customer communication with novomind iAGENT

How DEW21 Bundled all Its Communication Channels With Novomind Iagent and Enhanced Personal Customer Service too

DEW21, the Dortmund energy and water utility, wanted to digitise customer communication without losing the personal touch. It needed to automate email confirmations, reduce response times, and better route both contractual and technical enquiries while integrating with SAP CRM, data archiving, and website requests. DEW21 chose novomind and its novomind iAGENT contact center solution to support this step-by-step transformation.

novomind iAGENT was implemented on-site and expanded over time to cover email, letters, faxes, chat, website requests, customer routing at service centers, and WhatsApp meter-reading submissions. The solution centralised inboxes, enabled automated categorisation and skill-based routing, and improved on-site flow management for around 200 customers per day. novomind helped DEW21 increase email distribution automation by 100%, improve response times by about 30%, and significantly reduce waiting times and errors, creating a more efficient omnichannel customer service operation.

DEW21

Robert Tigges

Central Complaints Coordinator