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Tips & Specials

Customer enquiry digital with the railway

Nov 8, 2014
1
min

Not long ago, we were delighted that Stadtwerke Münster showed how progressive and uncomplicated communication between end customers and companies can be: Simply submit documents digitally and save time and nerves.

Another fileee user told us that it can also look different:

He had received a payment request from the Bahn for the Bahncard50, although he had switched to the Bahncard25 in the meantime. The e-mail to the customer service was quickly formulated, with a link to the digitised letter attached so that it was immediately clear to the railway service what the matter was.

After the first automatic reply, a query quickly came from the railway:

"[...] The protection of your personal data is very important to us! In order to also protect you from possible misuse, we ask for some additional information for clear identification: - Your address - including your old address if you have moved - the number of your card (BahnCard or bahn.bonus Card) - Your date of birth [...]".

Of course, we don't know how the service at the railway works exactly and what the service employees are allowed/able to do or not. But if you had simply looked at the link to the cover letter, these questions about identification would have been completely superfluous. All the data is here. So it could have been quicker and easier.

Have you also experienced something similar? Or perhaps a positive example? We look forward to your comments and stories about (digital) communication with companies!

Author
Tobias Emmerich
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