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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 handles the entire management of customer relationships for its clients. A key pillar of this is the execution 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 5,700 employees in twelve 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 tailor-made, 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 5,700 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) Gera and Duisburg 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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    Kundenberater-Gesprächstraining von buw für Lehramtsreferendare

    Zum Kommunikationsprofi werden – dabei hilft buw seinen Kundenberatern! Denn das Handwerk rund um den richtigen Umgang am Hörer erlernen sie durch ...

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    Schweriner Nachtlauf erstmals mit zwei buw Staffeln

    Das 10. Jubiläum des Nachtlaufs fand am 09. Mai mit etwa 1‍000 Läufern aus ganz Deutschland statt, unter ihnen acht buwler. Gemeinsam erlebten Teilnehmer ...

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    Auf geht’s: Mit den Eltern zur Arbeit bei BAHN- ODER KITA-STREIK!

    Die ersten beiden Maiwochen dieses Jahres stellten berufstätige Eltern vor große Herausforderungen. Eine unkomplizierte Hilfe organisierte buw-Halle für ...

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    F.C. Real Familienausflug ins BELANTIS

    Zum zweiten Mal haben die Standortkapitäne des F.C. Real aus Halle und Leipzig zum Familientag in Mitteldeutschlands größten Freizeitpark, dem BELANTIS, ...

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    buw-Joint-Venture Konnektum übernimmt Kundenservice der apoBank

    Ab Ende Juni 2015 wird die neu gegründete Konnektum GmbH schrittweise den Kundenservice der Deutschen Apotheker- und Ärztebank (apoBank) übernehmen. ...

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    Der buw Kundenmanagementtag 2015

    Die Servicewelt verändert sich rasant und mit ihr auch die Herausforderungen für Unternehmen und Dienstleister. Service muss smart werden. Welche Tragweite ...

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    eNPS – the one Number you need to know …

    Die Einladung zur aktuellen Mitarbeiterumfrage liegt im Postfach. Sie verlinkt auf einen unendlichen Fragenkatalog, dessen Beantwortung durch festgelegte ...

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    CC DAY 2015: Callcenter meets Big Data! 

    Der CC DAY 2015 macht vom 16. bis 19. Juni in vier Städten Deutschlands halt. Das Kundenservice-Event bildet den Rahmen, um sich praxisnah mit ...

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    Virtuelles Kundenmanagement = Virtuoses Kundenmanagement?

    Birgt der digitale Wandel Wertschöpfungschancen durch intelligente Virtualisierung-Konzepte? Wann? Und für wen? Diesen Fragen gehen Adrian Hahn, Experte ...

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    Spitzt die Ohren! Einblicke in die Edelman Brandstudie 2015

    Neulich in einem telefonischen Vorstandsmeeting zum Auftakt für ein neues Kundenfeedbackprogramm war er wieder da, der Aha-Effekt. Ziel des Projekts: Mehr ...

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  • OWNER-OPERATED SINCE 1993

    This is how the idea of two students has developed into the biggest owner-operated service provider in the customer care industry.