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CRM-Studie

Potenzialausschöpfung und Kundenbindung sind das A und O

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    BUW - YOUR SERVICE PROVIDER FOR CALL CENTRES AND SUCCESSFUL CUSTOMER MANAGEMENT

  • The buw Group undertakes the entire management of customer relationships for its clients. A key pillar of this is the use of complex outsourcing tasks – whether this relates to call centres, business process outsourcing (BPO) or social media interaction – buw optimises in-house solutions in all aspects of customer management, consulting, business intelligence (BI) and customer excellence through its subsidiary buw consulting. With more than 5,300 employees in eleven European locations, buw is the biggest owner-operated service provider in the customer care industry and in the area of customer relationship management (CRM). The buw name has stood for leadership in quality and innovation as well as customer-tailored, customised solutions in planning, consulting and implementation since 1993.

  • buw call centre and customer management services

  • buw optimises your customer interface for the three dimensions of customer acquisition, customer retention and optimisation of customer relationships. buw assists with building and improving customer service through all channels – such as telephone, social media, chat or traditional text – whether or not this is outsourced or carried out in-house. buw also advises on all aspects of staff, technology and management.

    We offer proven, innovative solutions in the following areas: 

    Customer care: 

    •Inbound voice calls: from managing service requests, hotlines and technical consulting, to taking on all telephone contact with customers through outsourcing.

    •Outbound voice calls: from pre-sale measures such as analyses and deadline agreements, through to telephone sales.

    •Non-voice/text: quick and knowledgeable answers to requests sent by letter, fax, e-mail or chat, and reliable digital archiving.

    •Social media customer service: building and operating customer touch-points in social networks.

    Financial services:

    •BPO finance: we quickly, reliably and objectively show you potential for optimising the area of administration, and making your business processes in finance and accounting profitable.

    •Management of receivables: buw debt collection management detects high-risk customers in the early stages of debt collection and takes appropriate measures in a timely manner. Suitable steps are taken as quickly as possible in respect of customers who fail to pay.

    •Collection: we use the whole spectrum of extrajudicial procedures for debt collection to recover your receivables from defaulting customers. If extrajudicial measures are not effective, court procedures for debt collection are used. We offer this service for both current and aged receivables.

    Consulting:

    buw consulting is a strategy and organisation consultant for everything customer-related. We develop and implement concepts and solutions for efficient and effective customer acquisition, retention and development in companies - mainly in the areas of sales, service, customer care and marketing.

     

    The buw Group

    The following companies are part of the buw Group:

     

    •buw operations: we provide comprehensive customer solutions from the classic call centre to social media customer interaction.

    •buw consulting: we evaluate and develop individual customer management strategies with you, and identify areas for action and areas with potential.

    •buw Forderungsmanagement (buw receivables management): we realise payments quickly – without litigation and without costly debt collection procedures. Our employees are conversation-oriented.

    •buw digital: we plan your customer service on all levels of the social web and provide individual social media services for your company.

    •Dialogum: we organise economic summits specific to the topic or industry and thus create exclusive networks for leaders.

    •Solvendi: our solutions for debt collection form a coherent chain of services – from preventative credit checks, to debt collection procedures in cases of default and optional home visits, to enforcement through the courts.

    •Deutsche MittelstandsMakler DMM: we offer medium-sized commercial customers qualified advice on insurance matters and on finding suitable insurance solutions.

    With over 5,300 employees, the buw Group is the biggest German owner-operated service provider in the customer care industry. The company has presence in Osnabrück, Münster, Halle/Saale, Schwerin, Leipzig, Wismar, Frankfurt am Main, Pécs (Hungary), Cluj-Napoca, Timisoara (Romania) and Gera and offers integrated solutions to successfully manage customer relationships. Clients such as Vodafone, RWE, Miele, debitel, O2, Asstel and Cortal Consors place their trust in buw. Independently awarded prizes such as “Entrepreneur of the Year”, “European Call Centre & Customer Service Award” and six time “Top Job” winner of the 100 best SME employees, all highlight the quality of our service.

  • SERVICES

  • WE WANT YOU!

    We are growing and are constantly looking for new employees to work in telephone customer service and other exciting areas. 

  • NEWS

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    Wir sind Helfer: Sandra Gerber, Lebensretterin

    Unsere Kundenberaterin Sandra Gerber aus Halle ist Lebensretterin. Mit einer Stammzellenspende über die Deutsche Knochemarkspenderdatei (DKMS) hat sie ...

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    BFIF-Zertifikat für Inkasso-Primus Solvendi

    Seriosität mit Brief und Siegel: Ein BFIF-Zertifikat unterstreicht, was zahlreiche zufriedene Mandanten der Solvendi GmbH bereits wissen: Als ...

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    Disco Bowling mit dem F.C. Real Osnabrück

    Eine ruhige Kugel schieben könnt Ihr woanders: Der F.C. Real lädt alle buwler am 22. November zum Disco Bowling in Osnabrück ein. Bei guter Musik und ...

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    Ein Preis zu unserem Bedauern: Hohe Ehren für feinfühliges Absagen

    Abfuhren erteilt niemand gern. Jemandem mitzuteilen, er sei in dieser oder jener Hinsicht nicht gewollt, erfordert immer ein ordentliches Maß an ...

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    Der NPS ist eine Passion – Interview mit Dr. Claudio Felten

    Dr. Claudio Felten ist Geschäftsführer der buw consulting GmbH, neben Futurelab und paulusresult eine der drei tragenden Säulen des NPS ThinkTanks. Im ...

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    buw Halle feiert: Buntes Überraschungsprogramm zum 10. Geburtstag

    buw Halle feiert Geburtstag. Zehn Jahre ist es mittlerweile her, dass die buw Unternehmensgruppe hier ihren Standort eröffnet hat. Mit einem bunten ...

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    Große Kulisse: buw auf der AOK Plus Job-Start-Börse in Leipzig

    Die AOK Plus hat uns am 08.10.2014 zu Ihrer Job-Start-Börse in der VIP-Lounge der Red Bull Arena in Leipzig eingeladen. Auch wenn wir keine Fußball ...

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    Gutes Erlebnis! – Customer Experience im Callcenter

    Die Customer Care Branche hütet den größten Schatz ihrer Klienten: deren Kunden. Jeder Kontakt per Telefon oder Chat kann einen glücklichen Kunden zur ...

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    Predictive Dialer-Studie: Wann wird der Anruf zur Belästigung?

    Eines vorweg, gesetzliche Maßgaben zum konkreten Einsatz sogenannter Predictive Dialer gibt es derzeit nicht. Die selbstwählenden Programme können jedoch ...

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    Berufe zum Anfassen – Die Berufsorientierungsmesse in Halle

    Am 14. Oktober 2014 in der Zeit von 14:00 Uhr bis 17:00 Uhr fand die Messe Berufe zum Anfassen und Ausprobieren zum siebten Mal unter dem Motto der ...

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  • OWNER-OPERATED SINCE 1993

    This was the idea of two students of the biogest owner-operated service provider in the customer care industry.