May 28, 2013

Medion AG chooses Teleopti WFM for planning its Customer Service centre

Duisberg, Essen, 28 May, 2013: Medion AG has selected Teleopti WFM as its workforce management solution of choice for it‘s Customer Service centre. Medion AG and its 300 customer service employees respond to customer telephone and mail enquiries from its site in Essen.

Forecasting of future call and mail demand and scheduling of customer service representatives will be performed using the multi-award winning system Teleopti WFM. Employee schedules will be created automatically to not only meet the forecasted demand, but to also take into consideration employee working preferences. In this way, Teleopti WFM makes it possible to ensure the best possible coverage for individual service areas and opening times with suitably qualified staff whilst giving maximum consideration to employee working preferences. Taking employee work preferences into consideration when scheduling, has proven to significantly increase employee motivation and reduce employee attrition and unplanned absences having a positive impact on customer service centre profitability. Medion AG chose to work with Teleopti WFM thanks to its user-friendly platform, increased efficiency and the concept of "Lifestyle Scheduling".

"In the future it will be possible to make our workforce management processes more efficient in our demanding and complex work environment. We want to underscore our commitment to being a valued employer by involving staff in the planning process. Improved efficiency helps us to keep costs down and to provide the same excellent value that our customers know and expect from our products", said Thomas Heiermann, Managing Director of Medion Service GmbH.

About  Medion AG

Medion AG is a service provider for retailers and manufacturers. For over 20 years MEDION AG has operated a business model which is popular amongst customers and investors alike due to its simplicity: customers should be offered high-quality, attractively-designed and practical products at prices offering excellent value for money.

MEDION focuses on three major product groups:

  • PC/Multimedia
  • Consumer electronics
  • Communication technology

The marketing and services offered by MEDION encompass the entire value creation chain within the trading process. MEDION develops product ideas for promotional goods which are tailored to the demands of customers and markets, tests their likely acceptance, advises commercial companies on the technical specifications of such goods, drafts product and packaging designs, selects high-quality and cost-effective production sites and offers tailored quality and logistics management. This all comes complete with our comprehensive after-sales service for end consumers.

For more information, contact:

Contact:                     Lars Menssen, Account Manager, Teleopti GmbH
Phone:                        +49 160 93840433