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Founded in 2001 by managers and experts from the postal industry, Spectos now employs 45 staff members who collaborate with an international, highly specialised network of partners and service providers at the Dresden head office and our branch offices in Switzerland, the Netherlands and Hanoi, Vietnam. Global players from the Post & Logistics, Direct Marketing, Finance and Telecommunication markets, as well as from other comparable industries, rely on our services in the areas of strategy, innovation, quality management, outsourcing and IT. We maintain the best academic contacts and are a member of several standardisation committees and industry-related associations. Our holistic perspective, experience, focus on a single market and the knowledge of our network partners and academic contacts make Spectos a leading partner in the CCM and postal market.
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We care your path to the customerConsulting for customer contact management and postal processes
Spectos GmbH is a worldwide corporate consultancy service specialising in customer contact management and postal processes. Our aim is to make our customers the best in market.
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Editorial
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“Zen is not something exciting, but rather concentration on everyday accomplishments.”
Company
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Our holistic market perspective, experience, academic contacts and expertise of
our network partners make Spectos one of the leading corporate consultancy services in the customer contact management (CCM) and postal market.
Fresh ideas that point forward.
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Founded in 2001 by managers and experts from the postal industry, Spectos GmbH now counts 30 experts collaborating with an international, highly specialised network of partners and service providers both at the Dresden head office and at our branch office in Hanoi, Vietnam.
Global players from the Post & Logistics, Direct Marketing, Finance and Telecommunication, as well as other compa
rable industries, rely on our services in the areas of strategy, innovation, quality management, outsourcing and IT.
We maintain best academic contacts, and are a contributing member of several standardisation committees and industryrelated associations.6 |
Company
Managers and experts from the postal industry, as well as a highly-specialised network of partners and service providers, guarantee your success.
We are rethinking post. For us, postal processes go beyond envelopes, volumes and the idea of mail as a weight and format based commodity.
The essentials are the objectives behind the individual transaction and business processes. This is where our services begin.
We aim for lean procedures where consumer and sender move in succession. Our integrated examination and assessment of customer contact management and post provide solutions which save time and money while increasing quality of service. Our mission is to make you the best in market.
Spectos works in a proactive and customeroriented manner: We secure and increase your response quotas and therefore your profit. We ensure quality and customer satisfaction. Our solutions focus on convenience for consumer and thus secure customer loyalty, and increase your competitiveness.
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“Kai stands for ‘change’, Zen for ‘for the better’. That is our promise to our customers.”Niels Delater, CEO of Spectos GmbH
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Expertise
We support our customers from A to Z. This includes fully observing all interests
and factors. All of our managers come from the CCM and postal fields, and work
consistently according to the recognised Six Sigma management approach.
Implementing visions takes knowledge and the right tools.
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Our ideas and work are based on the Japanese quality philosophy, Kaizen; our tools originate from the Six Sigma man agement approach. Complying with the quality management system according to ISO 9000 is one of our standards. Spectos GmbH is the only company in the CCM and postal mar ket to work consistently according to the Six Sigma method.
Whether strategic consulting, market studies, test and measurement systems, IT, certification, outsourcing solutions or value adding analysis based on specific key data – we know the right instrument to use at the right time.
Increasing quality with the Six Sigma management method:
The core Six Sigma process (DMAIC) is made up of five consecutive
stages.
Our customers include the largest networks in the European postal market, the most important telecommunications providers, as well as banks and insurance companies, for whom each day a letter is in transit translates into real money. We help direct marketers analyse and increase response. Public utilities from all over the world rely on our knowledge and experience.
Our references are in the following areas:
Post and logistics: Full service portfolio from consulting, to transit time and quality of service studies, to outsourcing of complete returns and complaints management.
Direct marketing: Optimising the processes of one of the largest incentive programs in Europe by measuring and evaluating the delivery and response quotas.
Cost reduction, quality assurance and time efficiency – these three factors, which are the central tenets of Kaizen, ensure sustainable customer satisfaction.
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Expertise
Finance: Increased customer satisfaction with simultaneous reduction of transaction times for various monetary institutes.
Telecommunication: Servicing one of the largest providers in the European market: Process analysis and optimisation for billing transactions, transpromos, hotlines and marketing campaigns.
Other industries: Helping large mailorder businesses make their catalogue shipping more precise, quicker and time efficient.
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“Together with Spectos GmbH, we have developed a state-of-the-art quality system that meets international standards.”Jörg Sziegoleit, Department Manager Mail & Quality,
Hermes Logistik Gruppe Deutschland GmbH
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Services
It is our philosophy to fully observe the complex connections within the customer contact management and postal market. The special combination of our
Strategy, Innovation, Quality Management, Outsourcing and Information Technology
areas of service result in smooth and efficient processes for your business.
Competent consulting that aims for perfection.
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1) Strategy. The setup and structure of postal and customer relationship processes are of central strategic importance, and have farreaching costrelated consequences for the entire business. Which channels should I use to contact my customers? How do delivery times or service levels affect my business processes?
With our consultancy, market research and feasibility studies, we have an eye on the market for you.
2) Innovation. Many CCM and postal processes today mean high fixed costs with no added value. Virtual assistants offer sensible alternatives in this respect: You increase
interaction with the customer and have the added value of customer communication.
Only structured, lean processes and consumer involvement make new technological solutions successful. We support you to introduce innovative document communication such as hybrid mail, virtual post and addressing solutions.
3) Outsourcing. If thousands of letters and tens of thousands of pages pass through your inbox every day, early digitisation and automation of specific processes can save money. Do you need your own call centre? We can show you the cheapest, most effective solution.
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Services
Your contact with the customer is our profession. Regardless of whether you are sending or receiving large volumes of mail, we plan, assess and create the best processes for you.
We support you to introduce digitisation and customer contact services to optimise your channels to the customer.
4) Quality management. The quality of courier, express, postal and customer contact processes is a competitive factor – it involves securing your companies future delivering your business to the customer. The more complex the organisation, the more important it is to have systematic quality control. We support you carry out quality improvement projects with our comprehensive and certified approach including test mail, mystery calling, mystery buying, according to international and standardised systems as ISO 9000, Six Sigma and EN13850.
A complete quality examination takes into account the interests of all units involved, thus creating the basis for constant service improvements.
5) IT systems. Anyone who needs data for systematic analysis of their own postal processes and of the market relies on relevant IT systems. We assist you in all stages of introducing IT systems and software solutions in the CCM and CEP market, enabling you to deliver the right data, to the right people at the right time for better strategic and operative decisions.
Our services in this area include consultancy, management information solutions and business intelligence systems.
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“Customer orientation, quality and service are of paramount importance at TNT Post AG & Co. KG. For transparent and proactive quality assurance, we rely on Spectos GmbH, a partner who has supported us for years with new and innovative solutions.”
Andreas Schumann, Director of Quality
Management, TNT Post AG & Co. KG
Spectos GmbHTheaterstraße 601067 DresdenGermany
Telephone: +49 (0) 351 89663410Fax: +49 (0) 351 46561042
Spectos Asia Ltd.5th Floor, Amore Building103 Bui Thi Xuan St.Hanoi, Vietnam
Telephone: +84 (4) 97 44 769Fax: +84 (4) 97 44 772
