There's no better way - infoscore austria gmbh takes 1st place in the Top Service Austria Customer Satisfaction Analysis
Vienna, 27.06.2019 - After the Austrian subsidiary of Arvato Financial Solutions took second place at the first attempt last year, this year it won first place in the customer satisfaction analysis of Top Service Austria (TSÖ).
Choosing a collection service provider is not easy for many companies. On the one hand, it is important to collect outstanding payments in order to minimise losses; on the other hand, defaulting payers should be retained as customers and returned to the economic cycle, while at the same time maintaining the good reputation of the company. This is a difficult and highly complex field of business in which one cannot seem to win any flowers. infoscore austria gmbh shows that it is possible.
27 Austrian companies from various sectors were awarded the quality seal "Top Service Austria 2019" for special customer orientation on Tuesday evening during the "fête d'excellence" in the canteen of the Vienna University of Economics and Business Administration in front of more than 200 guests. And the Arvato Financial Solutions subsidiary was delighted to receive the highest possible ranking. Those responsible proudly accepted the award in the "B2B Customer Orientation" category. "The fact that we were voted best company in this category of all categories makes us very happy. Because satisfied customers are the goal that we place at the center of all our efforts," confirms Christian Giehler, Managing Director of infoscore austria gmbh.
This can only be achieved in this industry, however, if the satisfaction of consumers is always in focus at the same time: "The focus of our work is on winning back defaulting payers as well as collecting outstanding payments. This is primarily due to the proximity to the market, the great experience and the knowledge gained from it, as well as the special communication. "On the one hand, it is about knowing and understanding your customers in order to offer them tailor-made solutions. On the other hand, we attach great importance to an effective approach, in which a little charm usually does not do any harm," Giehler continues.
The jury liked the approach, which gave the company a good ranking last year. The members of the committee justified the fact that this year it was enough for the top position with the fact that infoscore austria gmbh dealt intensively with last year's results of the Top Service Analysis of TSÖ and took appropriate measures. But as Dr. Barbara Aigner from the organizing consulting and market research company of the study knows, individual measures alone are not enough: "This year's winners are already doing a lot right. So that excellent customer orientation can succeed at all, it requires a holistic beginning, which is also measured with Top Service Austria, so Aigner. This starts with the culture, the example set by managers and ends with the interaction of the different digital and real contact points.
Christian Giehler and his team therefore initiated structural changes. "We worked on this together with all our colleagues. Customer interest and the needs of defaulting payers were at the forefront of our efforts. All departments were fitted with "customer glasses" in order to take a look at the customer's perspective. Departments were reorganized into competence centers with a focus on industry developments and were given further specialization through the installation of their own Quality and Process & Interface Management. "In this way, we ensure that we know the requirements of all parties involved today and in the future and that we can continue to develop successfully on the market together with our customers in the future," concluded Giehler.