Case Study ImmobilienScout24
E-mail Automation
For Digital Ad Portal
More customer satisfaction and efficiency in customer care through automatic pre-classification of e-mail enquiries with intelligent dialogue solutions by parlamind
Client
Immobilien Scout GmbH
Industry
Advertisement and Internet
Project
E-mail Pre-classification for Online Marketplace
System Environment
Salesforce
Project Period
since Q1 2019
Case Study ImmobilienScout24
E-mail Automation
For Digital Ad Portal
More customer satisfaction and efficiency in customer care through automatic pre-classification of e-mail enquiries with intelligent dialogue solutions by parlamind
Client
Immobilien Scout GmbH
Industry
Advertisement and Internet
Project
E-mail Pre-classification for Online Marketplace
System Environment
Salesforce
Project Period
since Q1 2019
Background
About ImmobilienScout24
ImmobilienScout24 is the leading real estate portal on the German-speaking internet and the No. 1 for real estate. Every month ImmobilienScout24 supports you with a wide range of service, innovative products and valuable decision-making aids.
With over 14 million visitors per month, ImmobilienScout24 helps users find their new home or rental flat. Since 2004, about 12 million real estate offers have been advertised on ImmobilienScout24. Around 150,000 new properties are added every month.
Challenge
Better Pre-classification
Shorter Waiting Times
More Customer Satisfaction
At the beginning of 2017, ImmobilienScout24 developed the idea of using artificial intelligence in customer service to standardise and process repetitive processes. After completing the pilot phase, in which three different AI providers were compared, the company opted for the automation solution from parlamind.The aim was to use the AI for transaction classification. Within this framework, enquiries should be assigned thematically correctly. ImmobilienScout24 aimed to increase customer satisfaction through a better response rate and short waiting times through the fast, fully automated allocation of enquiries.
Solution
Intelligent
Pre-classification for more
Efficient Customer Service
Since 2018, ImmobilienScout24 has relied on the advantages of artificial intelligence and uses the new technology in customer service to pre-classify written customer enquiries. With the help of the automation solution, enquiries reach their destination faster and employees gain more time to pursue consulting activities. With a daily volume of 2,000 customer transactions per day across all channels, the automatic pre-qualification in the e-mail area already significantly increases the efficiency of customer service.
At the employee level, the service teams benefit from less stress and satisfaction in their daily work. The processing effort of recurring customer queries is minimized in favour of process optimisation and more customer satisfaction.
Case Study ImmobilienScout24
Results
ImmobilienScout24 achieves higher customer and employee satisfaction with e-mail automation. In addition, a more efficient work design is achieved.
Automation
Tickets per month automatically pre-classified
Efficiency
%
Of all e-mail requests fully-automatically routed
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