How satisfied are you with your customers’ satisfaction?
Meinolf Brauer
CEO walter services group
Oliver Lex
Executive Vice President Operations
Björn Hiemer
Chief Operating Officer
Welcome to The Communication Company.
Customer satisfaction is not a commodity you can buy, but you can invest in it. walter services helps you turn customers into happy customers – with everything you’d expect from modern customer services and more. More passion, more expertise and more ideas in everything we do for you. However, the first thing we do is listen to you.
If you want to successfully communicate on behalf of brands and with people, you have to understand them first. This is why we don’t do the same thing for everybody, but provide you with the perfect solution to fit your needs. We’ve been doing this for 40 years now; so in the end, your customers are more than happy with you and you with us.
We know our job – and your customers.
Over 40 years. At nine locations. All over Germany.
walter services Deutschland GmbH
Betrieb Bremen
Lloydstraße 4
D-28217 Bremen
+49 421 377090 0
walter services Deutschland GmbH
Betrieb Magdeburg
Lübecker Str. 13-14
D-39124 Magdeburg
+49 391 660995 0
walter services Deutschland GmbH
Betrieb Frankfurt (Oder)
Gerhard-Neumann-Straße 1
D-15236 Frankfurt (Oder)
+49 335 660940 0
walter services Deutschland GmbH
Betrieb Cottbus
Gerhart-Hauptmann Straße 15
D-03044 Cottbus
+49 355 478890 0
walter services GmbH
Eduard-Rhein-Straße 58
53639 Königswinter
+49 2244 9134 000
walter services Deutschland GmbH
Betrieb Marburg
Rudolf-Breitscheid-Straße 9-11
D-35037 Marburg
+49 6421 30142 0
walter services Deutschland GmbH
Betrieb Mannheim
Dudenstraße 50
D-68167 Mannheim
+49 621 399981 0
walter services Deutschland GmbH
Betrieb Ettlingen
Pforzheimer Straße 128
D-76275 Ettlingen
+49 7243 60170 0
walter services Deutschland GmbH
Betrieb Halle (Saale)
Delitzscher Straße 65
D-06112 Halle (Saale)
+49 345 773893 0
1,721
employees (as per 01/2019)
24 Mio.
customer contacts/year
30.000
Tbit data transfer volume/year
19
languages
Services
There is something even better than service:
service intelligence.
Customer proximity, expertise, commitment, reliability, flexibility, state-of-the-art technology, highly qualified staff – these are the hallmarks of first-class customer service. And if all these quality factors are perfectly coordinated by an experienced managerial team, the result is more than just the sum of its parts, and also provides true added value for the brand – this is service intelligence.
Modern, high-performance IT
Better, smarter, walter: Benefit from state of the art IT – the latest and greatest in the entire industry. Faster, more powerful, more flexible.
We work exclusively with leading partners, be that at our server site in Karlsruhe or on our multiple redundant MPLS network.
You benefit from top performance during high traffic as well as better scalability, high reliability and data security.
However, it’s not only walter technology that’s superior – our expert and highly experienced team ensures that the best IT will also deliver the best service for you.
Our services -
clearer, smarter and fully customized.
Expertise
We are always looking for the best solution. And then we make it even better.
Our corporate philosophy is simple but ambitious – more service, more quality, more performance. In order to remain true to this philosophy, we collaborate with the best; and we get ourselves challenged, tested and certified on a regular basis. This consistent quality assurance may mean
more work, but it’s worth it; particularly for our customers, who have it now in black and white, that walter services sets standards for the respective industry when it comes to security, technology and innovation. They can always rely on us to provide the best solutions.
PCI-DSS
More customer security. With this standard, we meet the comprehensive security requirements for credit card transactions and increase the level of protection for online traders and their customers against fraudulent attacks, card misuse and theft.
Participating in the Allianz für Cyber-Sicherheit (Network for Cyber Security)
Playing it safer. walter services is part of the Allianz für Cyber-Sicherheit (Network for Cyber Security) an initiative set up by the German Federal Office for Information Security in collaboration with Bitkom, Germany’s digital association.
Preferred Business Partner bevh
Customer-satisfaction all round. walter services is the only customer service company in the circle of Preferred Partners of the German E-Commerce and Distance Selling Trade Association (bevh), where only reliable service providers are members. To become a member, at least two existing members of the circle have to recommend the company in writing.
ISO 9001
Quality by walter. With the quality management system certified according to the ISO 9001 international standard, walter services proves the transparency of its operational processes, its excellent service quality and customer satisfaction.
ISO 27001
Certified security. The internationally leading standard for information security and management systems attests our corporate German server locations a maximum of process-certified quality, operational safety and IT security.
Cases
-
Theory meets daily business – read some of our success stories.
No matter how large your company, budget or challenge. You can rely on our experience and success across all industries. Here are just a few examples of what we love doing the most: make our customers happy. For example with perfect peak management for HSE 24, a Multi-Skill concept for Walbusch, technology expertise for Vodafone Kabel Deutschland or award-winning customer service for Sky.
-
Made to order: our flexible Peak Management for HSE24.
In the teleshopping business, you need to be flexible: often, staff in the upper three digit range need to be on short call for taking orders, customer service and back office. We mastered this challenge excellently at HSE24, and it’s not us who are saying this. The competition “Deutsche Kundenchampions” awarded the first prize to the service of HSE24, this year.
-
Our Multi-Skill concept for Walbusch - looking good!
Flexibility is always on trend in the mail order industry with seasonal peaks in particular presenting quite a challenge for customer services. Since 2008, Walbusch has benefited from our Multi-Skill concept which involves versatile members of staff taking on various roles. From front office to back office work, they deal with order compilations and address changes, send out advertising material and communicate with customers via telephone and email. And they do it with great success! At the 2015 Service Champion Awards, Walbusch was ranked Silver. That suits us!
-
Smart phone, smart TV, smart service – our technology expertise for Vodafone Kabel Deutschland.
First-class customer service relationships can be best measured in years, and in this case its 14. Since 2002, we’ve been providing customer service for the company that is today known as Vodafone Kabel Deutschland. Our customer service centre provides extensive support for everything related to mobile phones, internet and TV. What’s particularly smart is that walter services works for Vodafone Kabel Deutschland according to the Closed Shop principle. This means that our staff work in a separate service centre solely for this client, which guarantees exclusivity, data security and, of course, happy end customers.
-
Award bundle included: our outstanding customer services for Sky.
We premiered with Sky Deutschland way back in 2006. Today walter services looks after the entire range of customer services – inbound and outbound, front and back office, technical and sales support. And we do it all rather well, if we may say so ourselves! However, we’re not the only one who think so; the judging panels on Top Service Deutschland 2015, Service-Champions, Großer Hotline Test and – last but not least – TÜV all agree and presented us with prizes and awards for Sky customer services. So you can see – switching to walter services is worth it.
CAREER
You can choose a job. And maybe even a career.
Great brands, great customers and great challenges are waiting for you.
