BOSCH Focuses On The Customer using next4biz
In strategy meeting held every year in Bosch Germany with the participation of after-sales directors from 50 countries, next4biz was selected as “the best project and the model platform of the year.”
The Customer Contact Center Manager of Bosch Thermotechnik conveyed their experiences related with “Omnichannel Communication and Process Management in Customer Services” offered by Bosch Focus (next4biz Platform).
-Could you please mention about your success story that you have achieved with next4biz as the Customer Services of Bosch Thermotechnik?
As Bosch Thermotechnik, our core strategy is customer focus. We have attended an important strategy meeting held every year in Germany with the participation of after-sales directors from 50 countries and we introduced next4biz with Bosch Focus, the name that we have designated. Bosch Focus project was selected as “the best project and model platform”. After the satisfaction that we, as Bosch Thermotechnik, have achieved with next4biz, we have also started to use the same system with our other brand Buderus. Then, we explained the advantages and functioning of next4biz to 50 countries.
As Bosch Thermotechnik Turkey, we are responsible for 17 countries. We will also start to introduce our platform to all our customers and after-sales services in the said 17 countries starting from June.
-next4biz automatically sends issues to some of your business units according to the feedbacks that you receive from your customers. What did this warning system provide for you?
As Bosch Thermotechnik, our products are mostly comprised of combi boilers. And combi boilers are running on natural gas. And natural gas is considered as a very sensitive issue by the users. Even a small odour of gas causes panic most of the time. Therefore, with next4biz, we established an alarm system by categorizing urgent and highly important issues such as “gas leakage”. When an issue related with these issues is received from different channels, we send an issue notice to the related departments at the time the category is selected and thus, we can take the necessary actions as quickly as possible. As a result, we have also received very beautiful feedbacks. The greatest benefit that it offers is that it enables us to make analyses and to see whether the issues that we have identified are correct or not, and to take necessary actions.
In addition, we can also make some segmentations among our own customers. For example, as Bosch Thermotechnik, we also have another brand Buderus. Our Buderus brand produced a new, very elegant and effective device completely produced from glass. Since our customers preferring this device pay a price more than two times the price of the normal combi boiler, they need a quite more special service. And we enter and define these special customers in next4biz and handle the complaints and requests received from such customers with priority.
Another important property of next4biz is that it allows us to produce alarms related with the quality of our products. For example, we have various models in our factory in Manisa. And we conduct failure monitoring in relation to a newly released model and ensure that such failures are remedied quickly by the related units. The capability to act proactively and to respond timely before the problems get worse when we measure a failure rate exceeding 5% offers great advantages for us.
-What did you start to measure after you have started to use next4biz? What did your reporting provide for you?
As the customer contact center, we were directly routing all complaints and requests to the authorized service stations before we started to use next4biz. However, we did not have any chance to receive feedbacks on the quality of service that the services provided in the field. After next4biz, we have started to work with a 360-degree cycle thanks to our reporting. Now, we have the chance to automatically see every issue closed by the service. From now on, we can monitor everything and provide feedback to any customer through the channel selected by the related customer. We have observed a 4% increase in satisfaction in relation to this issue. And this reveals the importance of personal service that we provide with next4biz.
We have made next4biz available through the channel comprising all our dealers. As Bosch Thermotechnik and Buderus, we have nearly 500 dealers in Turkey. We will be opening our authorized service stations very soon. We have also included our dealer network in next4biz in order to receive our dealers’ requests more accurately, quickly and efficiently. We can measure everything over statistical data. And our sales team works in a much more motivated manner.
As Bosch Thermotechnik, we also have 2 loyalty clubs such as Bosch Partner Program and Buderus Star Club. We have nearly 4100 members. We are currently working on the process of addition of these members to next4biz.
-You are listening to your customers through social media and live chat as well as next4biz. Could you please share with us that experience as well?
Last year, we have also started to use Helpalive live chat application together with next4biz. According to the reports that we received at the end of 6 months, we saw that we communicated with 8% of our customers through this platform. It was very impressive for us to see positive results. We can quickly take necessary actions upon the feedbacks that we receive from our customers. In addition, we can also manage all channels of social media via next4biz. After seeing this success, we have also commissioned the same application in the website of the platform that we named as Bosch Isı Sistemleri (Bosch Heat Systems).
Bosch Thermotechnik: Bosch Thermotechnik is the leader supplier of Europe in the field of energy-efficient heating systems and hot water solutions. It has recorded a turnover of 3,3 billion euro (68% realized out of Germany) with nearly 13.400 employees in 2015. Bosch Thermotechnik has various strong international and local brands; and it produces a wide variety of diversified products in the European, American and Asian countries.
Bosch Group is a leading global supplier of technology and services. It employs roughly 390.000 associates worldwide (as of 31 December 2016). The company generated sales of 73,1 billion Euros in 2016. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technologies, Consumer Goods, and Energy and Building Technologies. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected industry. The company uses its expertise in sensor technology, software and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to create innovations for a connected life. Bosch has been improving quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is “invented for life”. The Bosch Group comprises Robert Bosch GmbH and its roughly 450 subsidiaries and regional companies in some 60 countries. Including sales and service partners, Bosch’s global manufacturing and sales network covers nearly every country in the world. The basis for the company’s future growth is its innovative strength. At nearly 120 locations across the globe, Bosch employs nearly 59,000 associates in research and development.
The company was set up in Stuttgart in 1886 by Robert Bosch (1861-1942) as “Workshop for Precision Mechanics and Electrical Engineering”. The special ownership structure of Robert Bosch GmbH guarantees the entrepreneurial freedom of the Bosch Group, making it possible for the company to plan over the long term and to undertake significant up-front investments in the safeguarding of its future. Ninety-two percent of the share capital of Robert Bosch GmbH is held by Robert Bosch Stiftung GmbH, a charitable foundation. The majority of voting rights are held by Robert Bosch Industrietreuhand KG, an industrial trust. The entrepreneurial ownership functions are carried out by the trust. The remaining shares are held by the Bosch family and by Robert Bosch GmbH.