Sustainable Service Communication

“Do you have a question about heating technology or want information about current issues? Then connect with us on Twitter, Facebook, Youtube, and visit our blog. On these channels, you will find up-to-date information on our products, services, apps, and news about heating technology.”

This has been Viessmann Werke’s additional service offering for some months. The leading international heating systems manufacturer thus offers the entire range of social media for making contact alongside the usual communication chan- nels like telephone and e-mail. In 2012, Viessmann commissioned the specialists unymira and Lithium to implement a new service concept and provide a solution to enhance existing customer service. The USU subsidiary unymira supplied the monitoring system. A social platform allows dialog between business partners, heating industry experts such as heating installers, architects and engineers, and internal employees. This creates the space required to discuss valuable expert knowledge, internal and external know-how and innovative ideas in a mutual exchange and to develop them together. With this best-practice approach, Viessmann ensures up-to-date customer service and is a pioneer in its industry.

In addition to interactive dialog with customers, employees and experts, Viessmann offers its own blog on issues such as renewable energy, new heating technologies and sustainability. Practical contributions on the functioning of a heat pump or an ice storage system complement the information platform and are a source of knowledge for customers and consumers.

Since the start of the social service, we have observed increasing engagement on the part of the users – the dialog is accepted and used extensively. The feedback on our new offering has been very positive. The solutions from unymira and Lithium help us to map this dialog internally and manage it efficiently.

Stephan Burger,
Responsible for new media marketing


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