Efficiency in customer service is a decisive factor for consulting companies. But what happens when valuable time is lost due to manual and repetitive processes? This was precisely the challenge faced by a financial advisory firm: As soon as a customer called, an employee had to search for the relevant customer data in four different systems. Accessing the required information took around five minutes per call - a considerable loss of time that quickly added up in day-to-day business. At this point, new direction GmbH came into play - and together with the company, we were able to optimize the process considerably.

The Problem

The main challenge was that the customer advisor had to manually navigate through four different programs for each call: Windows Explorer, the CRM system and two financing portals. This time-consuming search for customer data not only led to long waiting times for callers, but also to a reduced number of accepted calls per day. The aim was to make the entire process as efficient as possible so that the consultant could respond to customer inquiries immediately.

The Solution

Our collaboration with the company was based on three key factors: Automation, ease of use and seamless integration.

Introduction of a customized browser plugin for automated data search

By developing a special browser plugin (extension), we were able to fundamentally speed up the search process. The consultant simply enters the customer's name - and the plugin ensures that the corresponding customer data is automatically loaded in all relevant programs. This not only saves tedious manual navigation, but also reduces potential data entry errors.

Maximum efficiency through immediate availability of customer information

Instead of having to click through various programs, the advisor can now start advising immediately after entering the customer's name. This saves valuable time, enables more customer interactions per day and significantly improves service quality.

Seamless integration into the daily work routine

The individually developed plugin was designed so that it can be easily integrated into the company's existing software landscape. Additional training was not necessary as it is intuitive and user-friendly.

Added value

The impact of the solution is enormous: with 100 customer calls per day, this small tool saves the company over 180 hours of working time per month. This is equivalent to the cost of two part-time employees. At the same time, the accelerated processing leads to a higher number of answered calls and increased customer satisfaction - every day.

Worth knowing

RPA (Robotic Process Automation) refers to the automated processing of structured business processes by digital software robots. This technology makes it possible to carry out recurring processes efficiently and error-free.

At new direction GmbH, we implement these and similar solutions quickly and reliably. If you have any questions or specific concerns, please feel free to contact us directly.