Specialisation through digitalisation

A decisive factor for almost all companies now is a flawless service and as possible for customers and suppliers.

Customers and business partners expect professional processing of inquiries and orders with high flexibility and non-lengthy reaction times. The communication channel selected and the customer approach must be coherent, however, e-mails risk going under within the ever-increasing information flow, and postal communications are again too cost-intensive.
Companies now increasingly rely on digital dialogue solutions where customer contact is concerned. Specialized providers, such as atms or websms, offer individual shipping options in serial-to-business communication, as well as from in-house IT environments. "With personalized SMS communication, we want to show every customer that someone really cares about them and that they are not just a number," says Marcus-Clemens Feistmantl from Vienna-Optik.
Such solutions are also increasingly used in the service sector: "We always wish our customers a good trip a day before the start of their journey and send them, for example, contact details of their travel agent directly to their mobile phones for safety", reports Christian Oberfell from the travel agency of the same name.

Customer behaviours indicate the direction
An increasingly relevant topic for customer service and processing are also Internet payment methods and this is especially true for the commercial sector. A major challenge here is the best possible combination of stationary business locations and Internet commerce (e-commerce). Just Taste, a newly launched wine shop uses classic venues in Vienna and Berlin and operates an online shop. This so-called "multichannel approach" also includes the flexible use of widely used payment solutions.
"Industry standards with finished interfaces are important for the rapid integration of popular payment methods, such as credit cards or direct debit transfers. This alleviates the work such as the financial aspect enormously" said Oliver Sartena of Just Taste. "The so-called "Plug & play solutions" can be offered quickly and cost-effectively for all countries. This is an advantage as any other efforts of integration can often not be budgeted for by many traders", adds Christian Renk from Sofort Überweisung.