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<strong>ASS</strong>ISTANCE<br />
SUPPORT<br />
GUIDANCE<br />
ADVICE<br />
Company presentation 2016
OUR COMPANY<br />
‣ Founded in 1999 by private Investors<br />
‣ Member and shareholder of the International Assistance Group<br />
for over 12 years<br />
‣ Independent on the international market since 2014<br />
Customer Care Solutions is an Assistance company that performs<br />
on behalf and for the account of its client companies in favor of its insured<br />
persons<br />
‣ All necessary organisational, administrative, medical and technical assistance<br />
‣ Handling of the insurance claims<br />
‣ Operating 24/7 all year round<br />
© Customer Care Solutions 2015<br />
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CCS OPERATIONS<br />
Assistance Control Center<br />
‣ 24/7 organization of worldwide support in emergencies and crisis situations<br />
Inbound Contact Center<br />
‣ Receiving and processing all incoming calls efficiently<br />
Telemarketing Center<br />
‣ Handling of outgoing campaigns and marketing oriented calls<br />
© Customer Care Solutions 2015<br />
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<strong>ASS</strong>ISTANCE<br />
<strong>ASS</strong>ISTANCE simply means „help“. Help when you need it - immediately.<br />
If a sudden emergency occurs, at any time of day or night, while travelling, in<br />
every situation under any circumstances we are there to assist.<br />
‣ Emergency occurs<br />
‣ Dial our 24/7 available Alarm Center<br />
‣ Agents define the problem<br />
‣ We offer the best solutions<br />
‣ Coordinators activate our Local Service Provider Network<br />
International Partner Network<br />
‣ We assist you in all matters until the problem is solved<br />
‣ We finalize the administration and claim management<br />
© Customer Care Solutions 2015 4
ALARM CENTER<br />
Our emergency control center provides solutions for all situations.<br />
‣ Available worldwide 24/7<br />
‣ Multilingual<br />
‣ Qualified coordinators<br />
‣ Rapid crisis management<br />
‣ Skilled problem recognition<br />
‣ Vast information database<br />
‣ Efficient solutions techniques<br />
© Customer Care Solutions 2015 5
SERVICE PROVIDER<br />
NETWORK<br />
Assistance in Austria, Germany and Switzerland.<br />
For this we rely on our<br />
‣ Own certified service provider network<br />
‣ Tested top service quality<br />
‣ Operating locally on behalf of the alarm center<br />
‣ According to exactly given directives<br />
‣ Securing the most cost effective solutions<br />
Customer Care Solution does not reveal its Service Provider Network as it<br />
is intellectual property of the company.<br />
© Customer Care Solutions 2015<br />
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INTERNATIONAL<br />
PARTNER NETWORK<br />
For a worldwide assistance we rely on our international partners and<br />
correspondents and their local service provider network.<br />
Our independence and 15-Year-Long presence on the market and long<br />
lasting cooperations allow us to:<br />
<br />
<br />
Reach every location in the world<br />
Always have more than 1 priority partner to<br />
our disposal<br />
<br />
<br />
Independent selection of partners<br />
Offering the most cost effective solution<br />
Customer Care Solution does not reveal its International Partner Network<br />
as it is intellectual property of the company.<br />
© Customer Care Solutions 2015<br />
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FIELDS OF<br />
<strong>ASS</strong>ISTANCE<br />
Help for emergency cases of any magnitude for both business and<br />
private affairs.<br />
MEDICAL <strong>ASS</strong>ISTANCE<br />
‣ Classic Medical Assistance<br />
‣ Care Assistance<br />
TECHNICAL <strong>ASS</strong>ISTANCE<br />
‣ Roadside Assistance<br />
‣ Home and Office Assistance<br />
LIFESTYLE & BUSINESS <strong>ASS</strong>ISTANCE<br />
© Customer Care Solutions 2015<br />
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CL<strong>ASS</strong>IC MEDICAL<br />
<strong>ASS</strong>ISTANCE<br />
Around the clock care for people who are ill or have had an accident, at<br />
home or abroad.<br />
‣ Medical help and doctor visits<br />
‣ Decision-making in emergency cases<br />
‣ Transport and transfer by ambulance ( to the<br />
next adequate hospital, to the aiport etc)<br />
‣ Reinstatement to home country (by car<br />
ambulance, flight or air ambulance with a<br />
doctor)<br />
‣ Second medical opinion<br />
‣ Medical treatment abroad<br />
‣ Cost coverage of all medical expences<br />
‣ Body transfer or funeral organization<br />
‣ Legal support<br />
‣ Bureaucracy support<br />
…and much more<br />
© Customer Care Solutions 2015<br />
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CARE <strong>ASS</strong>ISTANCE<br />
Around the clock care at home for people after they have had an accident.<br />
‣ Meeting of needs in cases of permanent or<br />
limited nursing<br />
‣ Nursing by authorized personnel in<br />
coordination with the treating doctors<br />
‣ Household help (Cleaning)<br />
‣ Catering service<br />
‣ Babysitting<br />
‣ Visiting services<br />
…and much more<br />
© Customer Care Solutions 2015<br />
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ROADSIDE <strong>ASS</strong>ISTANCE<br />
Around the clock support for vehicles in case of a break down or an<br />
accident at home and abroad.<br />
‣ Road service<br />
‣ Towing<br />
‣ Car recovery<br />
‣ Long distance car transport<br />
‣ Rental and replacement cars<br />
‣ Repair<br />
‣ Organization of return or onward journey<br />
(train, plane, taxi, rentar car)<br />
‣ Support in recovery of lost papers or<br />
property<br />
‣ Booking and reservation of tickets and<br />
hotels<br />
…and much more<br />
© Customer Care Solutions 2015<br />
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HOME/OFFICE<br />
<strong>ASS</strong>ISTANCE<br />
24-hour disposition of skilled workers and service suppliers when<br />
breakdowns or damages occur, in or about the home/office.<br />
‣ Claim management<br />
(financial regulation and cost controlling with the insurance company)<br />
‣ Computer service<br />
(hard- and software failures)<br />
‣ Organization of plumbers, electricians,<br />
carpenters, glaziers, locksmiths services,<br />
roofers, furniture transport and<br />
depository, guards, housekeepers, gardening services,<br />
…and much more<br />
© Customer Care Solutions 2015<br />
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LIFESTYLE &<br />
BUSINESS <strong>ASS</strong>ISTANCE<br />
We use our complex and efficient networks built by the classical<br />
assistance for measures that are not connected to an emergency case.<br />
‣ Organisation of events and soirees<br />
‣ Acquiring of concert and other tickets<br />
‣ Worldwide supply of information<br />
‣ Tracking and shipment of rare and hardly obtainable products<br />
‣ Virtual back office for businesses<br />
‣ Booking and organisation of business trips<br />
…and much more<br />
© Customer Care Solutions 2015<br />
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CERTIFICATE<br />
Experts confirm our quality<br />
ccs is not only the first ÖNORM D-1020 certified contact center in<br />
Austria, but also the first outsourcing contact center which has been<br />
certified under the new European contact center standard EN 15838.<br />
following criteria are determinant:<br />
‣ the selection (requirements), the handling and training of staff<br />
‣ the selection and use of the technologies as well as its reliability<br />
‣ the truth and clarity principles as well as the protection of privacy<br />
‣ the standardized and individually used and adjusted processes and tasks<br />
‣ the general working atmosphere that is determined by geographic and human aspects<br />
‣ transparency through standardized operating figures (statistics)<br />
© Customer Care Solutions 2015<br />
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<strong>ASS</strong>ISTANCE<br />
WHAT MAKES US STAND OUT IN OUR SECTOR?<br />
‣ Over 15 years of success in the industry<br />
‣ Over 20 years experience and pioneer role of<br />
Assistance development in Austria<br />
‣ Comprehensive cross-sector knowhow<br />
‣ Free choice of international partners<br />
‣ Long proven service provider network<br />
© Customer Care Solutions 2015<br />
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KEY CONTACT<br />
Ferdi Akdag<br />
Managing Direktor<br />
Tel: +43 1 40 190, +43 664 32 54 075<br />
ferdi.akdag@customer-care-solutions.at<br />
Herbert Schandl<br />
COO<br />
Tel: +43 1 40 190 122<br />
herbert.schandl@customer-care-solutions.at<br />
Dominik Doppler<br />
Marketing & Communications<br />
Tel: +43 1 40 190 132<br />
dominik.doppler@customer-care-solutions.at<br />
Irina Dyagileva<br />
International Marketing<br />
Tel: +43 1 40 190 130<br />
irina.dyagileva@customer-care-solutions.at<br />
Kristina Tomic<br />
International Marketing<br />
Tel: +43 1 40 190 136<br />
kristina.tomic@customer-care-solutions.at<br />
© Customer Care Solutions 2015<br />
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Customer Care Solutions<br />
Call & Assistance Center Betriebs GmbH<br />
Skodagasse 28/5<br />
A-1080 Wien<br />
Tel: +43 1 190 0<br />
Fax: +43 1 190 999<br />
office@customer-care-solutions.at<br />
www.customer-care-solutions.at<br />
© Customer Care Solutions 2015
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