Case Study: Wind Turbines Catch a Breeze

Siemens Wind Power has improved its customer experience with help from NewVoiceMedia.

The ContactWorld for Service solution has helped Siemens Wind Power – the provider of the manufacture, installation, commissioning and service of wind turbines – deliver a personalised, around-the-clock service to thousands of customers, while improving business efficiencies and reducing costs.

The problem

With ample coastlines, the UK and Ireland are the leading regions in the offshore wind market and Siemens is experiencing 30% growth year on year.

To meet the demands of the expanding offshore wind industry, the company needed a scalable customer contact platform which would enable the business to provide a 24/7 customer service experience.

The solution

With ContactWorld, built on the Salesforce1 platform, the company now benefits from immediate access to a customer’s history of interactions from one screen.

Incoming calls are intelligently routed based on Salesforce data and Siemens can prioritise calls from key contacts to improve handling time and customer satisfaction.

The benefits

Real-time reporting and analytics also offer visibility of contact volumes, advisor performance and customer experience, helping the company improve business processes and the performance of individual advisors.

The technology ensures flexibility and scalability, enabling new functionality and consultants to be added. All customer support consultants can also log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from different offices, at a wind farm, or from home.

“The calls we receive are absolutely critical, whether it’s an offshore technician, a customer, one of the UK’s big six energy companies, or a hill farmer in Wales,” said Jamie Rowlands, Round 3 Development Manager at Siemens. “ContactWorld has made such a huge difference to our customer support and is quickly helping us reach our potential as a global leader in customer service.”

“It’s great to hear how ContactWorld has transformed Siemens’ customer experience, while improving its business efficiencies,” said Jonathan Gale, CEO of NewVoiceMedia. “Our integration capabilities and scalable true cloud solution will also support the business as it grows, and we’re confident that the company will continue to recognise major benefits from the technology, no matter where they are located.”

For more information about NewVoiceMedia, visit their website.