Upper Austrian Chamber of Commerce

TASK

The "Wirtschaftskammer Oberösterreich" (WKOÖ, Upper Austrian Chamber of Commerce) is the lobby of the Upper Austrian business community and works as an information and support service, a focus for economic development, a knowledge agent, and with the WIFI OÖ as trainer and examiner. The WKOÖ handles requests from their 65,000 members and business partners in personal consultations but also via different means of communication e.g. phone, e-mail, internet, fax and letter. Despite the growing number of members and increasingly complex requests high quality services must be maintained. How to improve transparency and meet the high service demands? The implementation of new business processes supported by modern IT solutions is the answer.

SOLUTION

To ensure that customer requests are answered quickly and efficiently the WKOÖ service organization has been restructured and a new consultation process has been developed. The central point is the TeleInfoCenter for telephone and electronic requests. The Customer Center handles personal consultations. The more complex enquiries are managed in the Consulting Center and other units, borough councils and functional organizations. WKOÖ was seeking an IT solution which supports the service organization, brings efficiency in knowledge management and thus a better and faster service for WKOÖ members.

IMPLEMENTATION

The WKOÖ chose a Fabasoft IT solution and since September 2003 about 600 users have been working with our software, including 30 users in the TeleInfoCenter. In this centre, more than 1,500 customer contacts (phone calls, e-mails, faxes) are received and processed each day. Customer details are displayed on the monitor on receipt of an incoming call, fax, or e-mail enabling efficient customer service. The customer contact is instantly documented. The processing is done using business cases which can be forwarded with appropriate information to all 600 users via the workflow system. Thus every business unit has complete, uniform and up to date customer information without redundancies.

IT-solution for the WKOÖ based on Fabasoft Folio:

• Database of business partners
• Records Management
• Document and workflow management
• Knowledge data base
• Operative customer relationship management
• Target group management
• Membership management
• Activity recording
   

OBJECTIVES MET

The implementation of Fabasoft software products is the state-of-the-art solution for the customer oriented service center processes of the WKOÖ. Specific applications are completely integrated into the solution - every area has a uniform view of the customer's data. This and the efficient knowledge management increased the number of responses and assured the quality of the service.