Introduction of centralized user relationship management

For our client – a large German media company – contact with its viewers, listeners and online users is of great value. Inquiries, complaints and praise are valuable feedback. Events, competitions and newsletters make it possible to involve customers in the media company’s offerings.

Today, contacts are made via a wide variety of communication channels. There are various contact points, which in turn use a wide variety of communication and storage systems.

In future, standardized workflows and a uniform technical basis for communication with recipients are planned. On the one hand, this system change is intended to strengthen the relationship between the media company and its recipients. On the other hand, the aim is to create greater efficiency, transparency and legal certainty within the company.

sommer + spohr is taking over the technical project management to support the media company in switching to the new solution based on MS Dynamics. In close cooperation with the product owner, stakeholders and an external service provider, the new solution is to be developed in an agile manner on the basis of the customer service app. Ultimately, the media company should then be able to switch off the old applications and use the central user relationship management to create individual offers for its customers.