Unitymedia Awarded for Professional Customer Service

Unitymedia, Cologne, is one of the largest cable network operators and one of the leading providers of media and communications services via broadband cables in North Rhine-Westphalia, Hesse and Baden-Württemberg. With one of the most modern and largest connected cable networks in Europe, Unitymedia reaches 12.7 million households and provides customers with digital and analog television and radio in addition to telephone and Internet services.

As a regional provider, Unitymedia is close to its customers and quickly and flexibly reacts to individual wishes and requests. In order to master growing challenges and offer customers rapid and quality- assured services, those in charge at Unitymedia opted for the support provided by the professional knowledge database USU Knowledge Center.

Within a couple of months following implementation, clearly tangible increases in efficiency were achieved particularly thanks to the intensive use of so-called “active technologies”. This technology eliminates redundant content thanks to the intelligent management of knowledge objects and by offering needs-based “knowledge advice” in the right situation. As a result, Unitymedia drastically reduced the number of documents and search results and therefore decreased editing and maintenance efforts as well. Today, over 3,000 employees in customer service – and particularly customers – are benefiting from this.

At the 2015 USU World symposium in Darmstadt, Unitymedia received the Knowledge Award, which was given for the first time to award the best customer project performed with the USU Knowledge Center knowledge database. The innovative way of processing and using knowledge in addition to measurable positive effects were particularly appreciated here.

In the past, our service employees worked with over 8,000 documents, which were very long and unclear in some cases. With USU's technology, this number was reduced by nearly 80% to only 1,200 active documents today. With access to needs-based questionnaires, employee processing has become quick and easy.

Sandra Pütz,
Project Manager