Tenders Are Invited For Customer Care Services – Stuttgart Netze Gmbh - Framework Agreement For Business Process Outsourcing Of 1St Level Customer Service

Customer Care Services – Stuttgart Netze Gmbh - Framework Agreement For Business Process Outsourcing Of 1St Level Customer Service. Since 2024, Two Service Providers Have Been Supporting Stuttgart Netze In Customer Service. Specifically, These Service Providers Take Over The Processing Of First-Level Customer Contacts In Customer Contact Management. Customers Usually Contact Sn By Telephone Or Email/Contact Form. The Processing Of Customer Concerns Is Divided Between Two Service Providers Depending On The Issue: - Service Provider A (- Ewi-Dl) (Handles Energy Industry Issues) Customer Concerns; - Service Provider B (- Kus-Dl ) Handles Customer Concerns (Other Technical Issues). This Tender Exclusively Concerns The Part Of The Customer Concerns Processed By Service Provider B, As The Service Contract With This Service Provider Expires On December 31, 2026. For The Defined First-Level Customer Contacts In Customer Contact Management, We Are Looking For A Long-Term And Reliable Partner Who Will Process These Customer Contacts Efficiently And With Excellent Quality. The Sn Is Explicitly Not Only Looking For A Service Provider Who Will Reliably Process The Defined Tasks From January 1, 2027, But Also A Partner Who Can Also Take On Other Customer Service Tasks In The Medium Term - E.G. Automation Of Customer Service Processes, Processing Other Concerns That Are Currently Being Processed Directly In The Specialist Departments, Creating Customer Service Offers Via Additional Contact Channels (Chat, Messenger Services, Etc.). The Contractor Accepts Customer Inquiries On Behalf Of Stuttgart Netze Via The Agreed Communication Channels And Processes Them Independently In Accordance With The Defined Processes. The Aim Is To Conclusively Process Customer Concerns In The First Contact. The Contractors Service Consists Of Receiving Incoming Telephone Calls, Making Outgoing Callback Calls And Receiving And Processing Incoming Customer Concerns Via Email. The Contractor Acts On Behalf Of The Client, Stuttgart Netze Gmbh, And Uses This Name In All Written And Oral Communication With Stuttgart Netze Customers. The Incoming Contacts Are Mainly Made By Existing Customers, But Can Also Be Made By Third Parties Such As Service Providers (Such As Electricians, Authorities). No Sales Consultations Are Provided As Part Of Stuttgart Netzes Regulated Business Area.