The Customer Service Department of CTS EVENTIM relies on novomind iAGENT, the central communication platform from novomind, the Hamburg-based software development company. Introduced six months ago, the web-based customer service platform serves as the central application for the diverse communication channels used by CTS EVENTIM to communicate with its customers. As Europe’s leading ticketing company, CTS EVENTIM has seen its customer base grow constantly for many years, with over 250 million tickets marketed through Eventim’s stationary, online and mobile systems in 2017.
“Today’s customer communication happens in mobile form or via social media. Here, too, we want to offer our customers the best possible service. A central and powerful application for all relevant channels plays an important role in this context,” says Malte Blumenthal, Senior Vice President E-Commerce at CTS EVENTIM. “We have deliberately chosen novomind iAGENT, as it is a scalable and flexible tool we may use throughout the group and, hence, potentially in 23 countries.”
novomind iAGENT is an intelligent customer service software program which meets exactly these demands made on modern omni-channel management with a high degree of automation. All channels are served and can be controlled centrally – from letter and fax to e-mail, from social media, chat and video chat to call. “Intelligence and flexibility are the key strengths of novomind iAGENT,” says Sylvia Feja, Head of Customer Service Software at novomind. All interactions with customers via the available channels are bundled in a single interface for a 360-degree view with cross-channel history.
The flexible software combines computational linguistic and semantic methods, which means that it becomes increasingly effective in boosting efficiency and controlling quality the longer it is used. Transparent and quickly available evaluations facilitate effective monitoring and reporting to further improve processes and offer customers the best possible service.
The project was planned and implemented without any problem whatsoever. Only two months after the start of the project, in November 2017, CTS EVENTIM was able to use the new customer service platform as an on-premise version in Germany. A roll-out to the European subsidiaries is planned.
The project also includes connection of the web shop via an app. Further technical expansion stages are being implemented and are also planned for the future.
About CTS EVENTIM
CTS EVENTIM is one of the leading international providers of ticketing services and live entertainment. In 2017, more than 250 million tickets were marketed using the company’s systems – through stationary box offices, online or mobile. Its online portals operate under brands such as eventim.de, oeticket.com, ticketcorner.ch, ticketone.it and entradas.com. The EVENTIM Group also includes many concert, tour and festival promoter companies for events like ‘Rock am Ring’, ‘Rock im Park’, ‘Hurricane’ and ‘Southside’. In addition, some of Europe’s most renowned venues are operated by CTS EVENTIM, for example the LANXESS arena in Cologne, the Waldbühne in Berlin and the EVENTIM Apollo in London. CTS EVENTIM AG & Co. KGaA (ISIN DE 0005470306) has been listed on the stock exchange since 2000 and has been a member of the MDAX segment since 2015. In 2017, its 3,020-strong workforce generated more than one billion Euro in revenues in 23 countries.