Germany - Call Center

Description

Call center services (inbound/outbound/clerical) for NG (products M-Solar Plus, M-charging solutions, M-heat pump, M-measurements)
1) Inbound and outbound call center services for the hotline "M-Solar Plus", as well as processing/sales such as consulting, project planning (roof occupancy and profitability calculation with the planning tool PV-Sol Premium), conducting technical planning meetings, preparation of offers, offer follow-up until contract conclusion, documentation in CRM odoo for customer inquiries (leads) from the area of private customers/single-family home owners.M-Solar Plus is an individual complete package from a single source for private property owners consisting of a photovoltaic system, battery storage, energy management system and charging option for electric vehicles. The package also includes detailed advice, including on subsidy opportunities, project planning including profitability calculation, installation, grid registration and commissioning.Planned call volume for 4/2024-3/2027: 9,000 - 11.000 calls/yearPlanned lead handling for 4/2024 - 3/2027: 1,500 - 1,700 leads/year2) Inbound call center service for the hotline "M charging solutions for electric mobility" for the areas of public charging, private charging in single and multi-family homes, and commercial. Recording contact data, providing initial information, forwarding the request to the client, documentation (first level support).Various solutions for charging electric vehicles in multi-family homes and commercial properties are marketed under M charging solutions. These are aimed at property owners, property management companies, homeowners' associations and commercial operators.Planned call volume for 4/2024-3/2027: Approximately 11,000 - 13,000 calls per year3) Inbound call center service for the "M heat pump" hotline. Recording contact data, providing initial information on product and subsidies, documenting customer inquiries, recording and qualifying technical data, initial clarification of questions. M-Wärmepumpe is an individual complete package from a single source for real estate owners (private customers one-, two- and small multi-family houses) consisting of heat pump, buffer tank, hot water tank and energy management system. The package also includes detailed advice on funding opportunities, individual design of the entire heat pump solution, dismantling of the old system, installation of all new components, commissioning and service.Planned inbound call volume for 4/2024-3/2027: Approximately 2,000 - 5,000 calls per yearPlanned outbound/standardized case handling volume for 4/2024-3/2027: 200 - 500 calls/projects per year4) Inbound call center service for the "M-Measurements" hotline. Taking contact data, providing initial information, forwarding the request to the client, documentation (first level support). Under M-Messwerte, various solutions are offered for the remote reading of apartment and house connection meters in combination with heating cost billing. Planned call volume for 4/2024-3/2027: Approximately 800 - 2,500 calls per yearHotline - coverage (for all products): Mon - Fri, 8 am - 6 pm.

Opportunity closing date

13 November 2023

Value of contract

to be confirmed