The City of Cologne has won the ‘CRM Best-Practice Gold Award’ in the category Business to Customer (B2C). The municipality received the Customer Relationship Management (CRM) award for its call centre solution, which was developed in conjunction with Siemens Business Services. The prize was awarded by the magazine acquisa in conjunction with International Marketing Partners GmbH.
The municipal call center has been up and running since May 2003, with some 65 call center agents processing up to 100,000 calls and e-mails a month. Around 80 percent of the queries are answered directly by the call center staff, with the rest being forwarded immediately to the relevant departments. The individual queries are documented and managed with the software Siebel Call Center 7.5.2 and the knowledge management software USU Knowledge Desk.