The "Wirtschaftskammer Oberösterreich" (WKOÖ, Austrian Federal Economic Chamber) is the lobby of economists in Upper Austria and works as an information and support service, as a focus for economic advancement, as a knowledge agent, and with the WIFI OÖ as a trainer and examiner for its 65,000 members.
Since September 2003 about 600 users have been working with Fabasoft eCRM-Suite, including 30 users in the "Tele-Info-Center", an essential part of the service centre. 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 processing is done using cases, which can be forwarded with appropriate information to all 600 users via the workflow system.
The customers of the WKOÖ have recognised the speed of service and the quality of call-backs ("Market"-survey 2004/2005).
Specific applications are completely integrated into the solution - So each area has got a consistent view of the customer's data.
The solution for the "Wirtschaftskammer Oberösterreich" addresses the following challenges:
- "Single Point of service"
- "Single Point of Information"
Software solutions with Fabasoft eCRM-Suite at WKOÖ:
- Database of business partners
- Records management
- Document and workflow management
- Knowledge data base
- Operative customer relationship management
- Target group management
- Membership management
- Activity recording
