O2 shops handle custom offers and contracts in a matter of seconds

Telefónica Slovakia uses the legodo suite in over 200 of its shops, franchises, and dealer premises for written correspondence with customers. Just one click is almost all it takes for each of the sales and customer service employees to compose custom offers, contracts, and order confirmations

Company profile

Based in Bratislava, Telefónica Slovakia, s.r.o. employs roughly 420 people and is one of the three largest providers of telecom services in the burgeoning Slovakian market. Its parent, Telefónica Czech Republic entered the Slovakian market in February 2007 and is one of the major global telecoms.

Project Report: Telefónica Slovakia, s.r.o – Download Success Story (PDF)

Single Solution for Sales and Customer Service

Telefonica Slovakia faced a challenge to replace a legacy CRM and PoS systems by a single CRM for both sales and customer care service. Therefore they must guarantee to accomplish the same processes, including printouts of contracts, quotes, and requests at all channels (call center, shops, franchises). The aim was to achieve this by integrating all document based activiti es into its business processes – such that the documents are legally sound and CI compliant. The hard part, though, was to streamline and combine individual processes and current data into a standardized and efficient process for communications.

Custom Offers, Contracts, and Correspondence

The solution from legodo made it possible to centrally manage templates, text blocks, images, and to automatically combine these into custom offers, contracts, and correspondence. This software applies existing data on customers to compose, handle, and print all documents, in an automated process with predefined rules and administration of users and rights. This approach offers a multitude of benefits:

• The output complies with the prescribed corporate design and legal requirements.
• Quotations are fully integrated into the CRM system, providing a 360-degree view of customers.
• Offers are more personalized and can be generated faster..

High Performance and Mature Architecture

“We found the legodo suite’s high performance functions and mature architecture very impressive. legodo was the only solution that could meet all our business demands,” said Radek Moravec, the Telefónica Project Manager. Now, Telefónica employees produce more than 4,000 highly personalized offers, order confirmations, or service papers – daily. Plans call for expanding the customer communications program to encompass campaign management too.

The Customer is NOT King

Germans are becoming increasingly suspicious of brand promises. That’s the finding of a scientific survey conducted by the Leipzig Graduate School of Management (HHL), presented at the international conference entitled “Marketing in the 21st Century.”

No faith in brand promises

The survey looked at how much faith Germans have in companies. The outcome: only 23% believe the brand promises, while a whopping 79% see them as pure advertising. Eighty-three percent of the surveyed Germans confirmed the hypothesis that “companies use brand promise statements solely to raise prices.” In contrast, only 32% found the promises to be helpful in selecting a product from the multitude on offer. Eastern Germans were especially wary of brand promises.

Companies need to woo customers

The HHL Professor Manfred Kirchgeorg indicted marketing, saying, “Modern marketing is supposed to be highly customer-oriented, but you realize that is almost a pipe-dream. The survey findings are a warning: companies must make an effort to woo customers, because a typical customer does NOT feel being treated like a king.”

Digital Signatures Make Paper Obsolete

eSignature: digital signatures totally obsolete paper and expedite the execution of a contract at the PoS in a customer-friendlier manner.

One could hardly imagine a greater contrast between the analog and digital worlds, in the face of what customers nowadays experience when signing contracts at an insurer, at a cell phone dealer, or at another PoS. Such contracts are still being executed and processed on paper, even though this is no longer mandated by law.

High contract execution costs

One could avoid some of these costs along the process chain – incurred, for instance, to execute a contract that is then printed and mailed or faxed, to scan and digitize forms in the mailbox, to archive documents, and of course to dispose of paper as required by law. As such, much of the contract information requires tedious manual handling at each stage of the process. Yet, electronic processing of paper contracts is gaining ground, and most firms are switching over to digitization.

Legally compliant signature on an iPad

Now that digital communication devices are commonly in use, the potential for optimization is significant – but some enhancements of the digital signing process are still needed. A bottleneck exists, despite the large number of available applications and devices.

In response to this situation, legodo ag has come up with the right solution – the CCS eSignature. This uses digital forms that allow consumers to digitally perform what they are already accustomed to doing manually. This system is platform-neutral and works with Apple or Android operating systems, and can also be used with a signature pad connected to a PC.

In practice, the documents to be signed are generated on a tablet, the customer signs directly on this, checks the signature on the document, and confirms it to complete the process.

All documents fully compliant with the law

An electronic signature thus verifies the integrity of the document and ensures its legal validity. Marc Koch, CEO of legodo ag explains, “The primary advantage for companies is that an eSignature makes the entire process digital and paper becomes superfluous.” The customer then receives a copy via e-mail following execution of the contract, and the contract information is subsequently integrated electronically into the firm’s administrative workflows.

Customer-friendly, fast, convenient

“Full digitization of the contractual process generates major value and existing structures do not need to be modified. Moreover, customers perceive the procedure as fast, convenient, and friendly,” emphasizes Marc Koch. Interestingly, companies have found that their customers do not really miss the printouts!