T-Mobile Austria increases volume of feedback by 435% with innovative customer experience program powered by ResponseTek
December 20, 2011 Vancouver, Canada – ResponseTek Networks Inc., a market leader in Customer Experience Management (CEM) software solutions, is pleased to announce that T-Mobile Austria, part of the Deutsche Telekom Group, has selected and implemented the ResponseTek Listening Platform™ to improve customer loyalty across their business. ResponseTek is powering T-Mobile Austria’s feedback solutions in both German and English for the mobile brands T-Mobile and tele.ring to collect customer satisfaction following interactions with call centre, retail store and mobile self-service contact channels.
As an innovative leader in Austria’s mobile telecommunications market, T-Mobile Austria offers a comprehensive portfolio of data and voice services to customers while recognizing the necessity of differentiating their customer experience in the highly competitive industry. The ResponseTek platform was selected to foster corporate wide voice of the customer transparency as well to measure customer satisfaction target achievement on a daily basis.
T-Mobile Austria selected a combination of email and SMS surveys for their customer experience solution and have seen a dramatic increase in response rates. Verbatim comments are evaluated using ResponseTek’s sophisticated data mining and sentiment analysis allowing for immediate feedback and real-time reporting across the organization.
“The sample increase of 435%, combined with real-time feedback, gives us the perfect base to continue delivering an outstanding customer experience across all areas of our business while amplifying our innovative leadership in the local market," comments Dieter Poller, Senior Vice President for Customer Service at T-Mobile Austria. “It’s a giant leap forward in customer satisfaction measurement and Voice of the Customer transparency and I’m happy to see the ResponseTek platform being rolled out to our fellow subsidiaries.”
"T-Mobile Austria is demonstrating a high level of customer leadership in the very competitive telecom industry," states Syed Hasan, CEO of ResponseTek. “Listening more to customers allows T-Mobile Austria to quickly and cost-effectively monitor all aspects of their customer experience, while benchmarking performance and identifying best practices within each channel and across the entire Deutsche Telekom Group."
For more information on ResponseTek, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).
About ResponseTek
ResponseTek is the global leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including leading firms in the telecom, banking, insurance, retail, and online industries. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK. For more information on ResponseTek, visit www.responsetek.com
About T-Mobile Austria
T-Mobile Austria has 3.8 million customers, and is the second-largest mobile operator in Austria. Considered the innovator of the industry, T-Mobile brings continuous innovation to Austria so its’ customers do not miss anything important in life.
T-Mobile Austria offers its private and business customers an innovative product portfolio: With the growing demand for mobile bandwidth the company is investing in the latest mobile technologies such as HSPA + (High Speed Packet Access) and LTE (Long Term Evolution) requirements.
T-Mobile Austria is a subsidiary of Deutsche Telekom AG and is thus part of one of the world's leading communications companies. More than 200 million customers in 50 countries worldwide use and trust Deutsche Telekom products and services for connected life and work. Thanks to the international orientation of the company, T-Mobile customers abroad benefit from a wide range of products and services.
ResponseTek Media Contact:
Gord Elder
Vice President, Products
+1 (604) 484-2900 x239
gord.elder@responsetek.com
www.ResponseTek.com
T-Mobile Austria Media Contact
Christina Laggner
Corporate Communications
+436-768-2005148
christina.laggner@t-mobile.at
www.t-mobile.at
