DATEV Customer Service An overview DATEV e G

DATEV Customer Service An overview DATEV e. G

Service Performance Data Kiel Hamburg 2017 1. 200 service employees carried out approximated 1. 630. 000 service calls and 19. 000 chat inquiries. Schwerin Bremen Hannover Berlin Magdeburg Münster Essen Dortmund Düsseldorf Köln Koblenz Erfurt Leipzig Kassel Dresden Frankfurt Mannheim Nürnberg Saarbrücken Stuttgart Ulm Freiburg 01. 12. 2020 DATEV Customer Service - cc 2 Passau München DATEV e. G Seite 2

DATEV Range of Service 01. 12. 2020 How to reach us DATEV Customer Service - cc 2 Customer Service by numbers Customer satisfaction with our service Customer Service Processes at DATEV e. G Seite 3

DATEV Range of Service Program Service 9 euros per call Express Service 25 euros per call Team Service Individual Service from 68 euros per month 31, 25 euros per ¼ hr. Service bevorzugte Bearbeitung persönliche Betreuung individueller Service for questions related to the use of our products for urgent inquiries by one team for all questions related to the use of our products for questions related to program facilities, training and advice unlimited number of inquiries Logistics Center proceccing of administrative assignments free of charge prices excl. VAT 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 4

DATEV Range of Service Program Service Express Service Team Service Individual Service one hotline for each application one central hotline for all applications one central hotline for Team Service based on appointments support from approx. 150 product specialists support from approx. 900 product specialists bookable through an online-diary available Monday to Friday from 7: 45 a. m. to 6 p. m. Logistics Center depending on the region one hotline support from approx. 120 product specialists available Monday to Friday from 7: 45 a. m. to 6 p. m. 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 5

DATEV Range of Service 01. 12. 2020 How to reach us DATEV Customer Service - cc 2 Customer Service by numbers Customer satisfaction with our service Customer Service Processes at DATEV e. G Seite 6

How to reach us: today customer Self Services 1: n communication to all our customers Service Contact please write us or Telephone please call us or Chat 1: 1 communication between service employees and customer chat with DATEV 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 7

How to reach us: tomorrow customer Service Contact please write us Self Services 1: n communication to all our customers searching of solutions in the Service Contact or Telephone please call us or Chat 1: 1 communication between service employees and customer chat with DATEV 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 8

Our path to expand our 1: n Services service author customer solution is available in the Self Services 1: n communication to all our customers Contact with DATEV 01. 12. 2020 DATEV Customer Service - cc 2 pass the need for solution documents service analyst searching of solutions in the LEXinform/Info-DB or Service Contact no solution can be found Production, revision, supply of documents in LEXinform/Info-DB 1: 1 communication between service employees and customer service channels: telephone, new Service Contact, Chat determination of need for solutions, production and revision of solution documents report missing solution documents pass individual solution service specialist Processing of service contacts DATEV e. G Seite 9

DATEV Range of Service 01. 12. 2020 How to reach us DATEV Customer Service - cc 2 Customer Service by numbers Customer satisfaction with our service Customer Service Processes at DATEV e. G Seite 10

Customer Service by numbers Availability trends in telephone process 80 70 60 in % 50 40 30 20 10 0 Jan 01 Feb 02 Mrz 03 Apr 04 Mai 05 Jun 06 2016 01. 12. 2020 DATEV Customer Service - cc 2 Jul 07 2017 Aug 08 Sep 09 Okt 10 Nov 11 Dez 12 month DATEV e. G Seite 11

Customer Service by numbers Processing periods in written communcation process 4 3. 5 3 in days 2. 5 2 1. 5 1 0. 5 0 Jan 01 Feb 02 Mrz 03 Apr 04 Mai 05 Jun 06 2016 01. 12. 2020 DATEV Customer Service - cc 2 Jul 07 2017 Aug 08 Sep 09 Okt 10 Nov 11 Dez 12 month DATEV e. G Seite 12

Customer Service by numbers Chat capacity 3500 3000 2500 2000 1500 1000 500 0 Jan 01 Feb 02 Mrz 03 Apr 04 Mai 05 Jun 06 2016 01. 12. 2020 DATEV Customer Service - cc 2 Jul 07 2017 Aug 08 Sep 09 Okt 10 Nov 11 Dez 12 month DATEV e. G Seite 13

Customer Service by numbers Userviews in the DATEV Community 900. 000 800. 000 700. 000 600. 000 500. 000 400. 000 300. 000 200. 000 100. 000 Jan 01 Feb 02 Mrz 03 Apr 04 Mai 05 Jun 06 2016 01. 12. 2020 DATEV Customer Service - cc 2 Jul 07 2017 Aug 08 Sep 09 Okt 10 Nov 11 Dez 12 month DATEV e. G Seite 14

Customer Service by numbers Number of pages viewed in the Info-Data base 1, 800, 000 1, 600, 000 1, 400, 000 1, 200, 000 1, 000 800, 000 600, 000 400, 000 200, 000 0 01 Jan 02 Feb 03 Mrz 04 Apr 05 Mai 06 Jun 2016 01. 12. 2020 DATEV Customer Service - cc 2 2017 07 Jul 08 Aug 09 Sep 10 Okt 11 Nov 12 Dez month DATEV e. G Seite 15

DATEV Range of Service 01. 12. 2020 How to reach us DATEV Customer Service - cc 2 Customer Service by numbers Customer satisfaction with our service Customer Service Processes at DATEV e. G Seite 16

Your feedback Customer satisfaction with our call center n Our customers satisfaction is our top priority, and that is why we regularly conduct online service evaluations. n Customer satisfaction is a fixed part of DATEV management guidelines and code of conduct. n We use the results to continuously improve the level of service we provide. 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 17

Your feedback Customer satisfaction with our call center 1. 95 1. 85 1. 75 1. 65 1. 55 1. 45 1. 35 Jan 01 Feb 02 Mrz 03 Apr 04 Mai 05 Jun 2016 01. 12. 2020 DATEV Customer Service - cc 2 Jul 06 07 2017 Aug 08 Sep 09 Okt 10 Nov 11 Dez 12 month DATEV e. G Seite 18

DATEV Range of Service 01. 12. 2020 How to reach us DATEV Customer Service - cc 2 Customer Service by numbers Customer satisfaction with our service Customer Service Processes at DATEV e. G Seite 19

Program Service The Service Process Customer question about a DATEV product yes answering the question First-Level while referring to self-service tools and Info DB documents, if applicable yes answering the question Second-Level if necessary: create a document for the Info DB while referring to self-service tools and Info DB documents, if applicable no Development 01. 12. 2020 DATEV Customer Service - cc 2 solution DATEV e. G Seite 20

Express Service The Service Process question about DATEV products directly pass over 0911 319 -38888 since 1999 4– 14 employees (depending on the servicesituation) instant availability written communcation Express Service Dispatcher Express Service part of specialised Hotlines pass over universal queue of the hotlines anwering the inquiry product-specific forwarding accounting, payroll accounting, Logistics Center: Connect with product specialists other matters: all matters: recall product specialists clarification 01. 12. 2020 DATEV Customer Service - cc 2 DATEV e. G Seite 21

Team Service classic The Service Process Team Service in writing e-mail or Service Contact pro questions forwarded to specific product specialist Product specialist Team-assistants Accounting Annual reports question about by calling DATEV team-hotline products HR Management Tax calculations and returns Soft- and Hardware Self-organisation Document Management processing/solution personal direct call or personal e-mail 01. 12. 2020 DATEV Customer Service - cc 2 processing/solution of complex questions/problems one team for all products DATEV e. G Seite 22

Individual Service The Service Process Customer First-Level Second-Level/Field crew 01. 12. 2020 DATEV Customer Service - cc 2 booking of program facilities, training online-diary and advice to specialist topics question about a DATEV product identification of Individual Services depicting ways to the solution/relegation to online-diary implementation, training, consulting within the agreed date alternative 2 alternative 1 self-services booking confirmation DATEV e. G Seite 23

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