Case Study: OÖVG (Upper Austrian Transport Association) reduces support costs and boosts customer satisfaction with TeamViewer Engage

OÖVG lowered support costs and increased customer satisfaction

The Upper Austrian Transport Association (OÖVG), which plans and coordinates regional public transport in Upper Austria, moved its student and apprentice ticket applications online in 2017. Customers—often pupils, apprentices and their parents—found the route-specific, data-heavy web forms hard to complete, generating frequent support calls, manual back-office form entry and many escalations to second-level support.

To fix this, OÖVG added TeamViewer Engage’s no-download co-browsing to its web shop so advisors can guide users live, highlight fields and mask personal data. The change cut support times and second-level escalations, eliminated manual form copying, made more than 1,000 monthly ordering calls easier to resolve on first contact, and measurably increased customer satisfaction.

OÖVG

Christoph Sageder

Sales and Project/Process Management