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.

“With parlamind, customer enquiries find their way quickly and precisely to the right employee. Our users receive more exact answers. This leads to higher customer satisfaction and at the same time increases the motivation and efficiency of our service teams.”

Immobilien Scout GmbH

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

Clients

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