Case Studies

Domestic & General
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. Through its Fido knowledge management project, powered by Eptica, it has transformed customer service by centralising knowledge.

Download Domestic & General Case Study

Eptica Results:
"Fido has helped us achieve our overall business objectives. By introducing Eptica we’re not only keeping our customers satisfied but we’ve also been able to reduce costs."
Chris Briggs, Head of Customer Service, Domestic & General

Royal Society for the Prevention of Cruelty to Animals (RSPCA)
The RSPCA is the world’s oldest and largest animal welfare charity and has been looking out for animals since 1824. In its 170 branches, staff and countless volunteers work with endless energy and dedication to look after the tens of thousands of animals that come into its care every year

Download RSPCA Case Study

Eptica Results:
“Over the last few years we’ve seen a massive growth in the number of people contacting us online. Eptica’s technology allows us to investigate and process all the cases reported on our website, quickly and efficiently. Being able to better manage the thousands of enquiries we receive every year helps us to save more animals. It’s as simple as that!”
Veronica Morrison, Information and Advice Manager, RSPCA

Panasonic
Panasonic is one of the largest electronics manufacturers in the world. Find out how Panasonic delivers technical support automatically through Eptica multimedia Web Self-service.

Download Panasonic Case Study

Eptica results:
“The combination of Eptica and multimedia answers is putting the customer in the driving seat and enabling them to solve their queries quickly, at their own convenience. This visual approach to self-service is increasing first contact resolution and improving efficiency while enhancing the experience for all of our customers.” Patricia Hamed, Manager of Customer Communications Centre, Panasonic UK

Haven Holidays
Haven is one of the most prominent figures in the UK holiday market. Haven Holidays Sales Increase by 5% and Inbound Contact Reduces by half with Eptica Web Customer Service software.

Download Haven Holidays Case Study

Eptica results:
“Due to Eptica successfully answering frequently asked questions on our website, we’ve improved customer experience, reduced inbound emails by 50% and our agents are consequently able to spend more time helping customers pick the best holiday option for them which in turn has increased our sales conversion rates by 5%.” Sean Power, Sales Manager, Haven Holidays

Republic
Republic sought to implement a specialist customer self-service and email management system to reduce inbound contact, increase efficiency and maximise the knowledge available to customers during each first contact

Download Republic Case Study

Eptica results:

 Republic dealt with their biggest ever Christmas customer service spike without creating a backlog

 Email deflection rate via Eptica Self-service: 93% - only 6.7% of customers using self-service escalate to email

 First contact resolution has increased to 90% through its email channel

 Agents actively improve online self-service by highlighting the questions that create inbound demand

 New agents’ training time reduced by 50%

Ageas
Ageas selected Eptica’s self-learning Email Management technology to improve online service and the efficiency of its customer and partner communication

Download Ageas Case Study

Eptica results:

 Customer enquiry handling time cut by 50% - enquiries which previously took Ageas up to 7 minutes to resolve by phone now take half this time by email

 Improved management of customer contact and staff workload has significantly reduced service costs

 The Eptica system uses agents’ email responses to create a Web Self-service system to enable customers to answer their own questions on your website

Britannia Hotels
Britannia Hotels Group, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica Email and Fax processing technology to cut hotel reservation and customer service costs.

Download Britannia Hotels Case Study

Eptica results:
Eptica, which was rolled out across 33 hotels, resulted in a 16% increase in productivity within 3 months and enabled Britannia Hotels to cut the cost of operating its reservation administration.

La Redoute
Part of the Redcats Group, number 3 worldwide in home shopping
Dealing with thousands of online contacts every day

Eptica results:

 Eptica built online self–service customer portal

 Increased agent productivity by 40%

 Reduced post sales contacts by 30%

TUI
Requirement to manage online communication through contact centres and a network of 217 branches
Difficulties with tracking and reporting on email interactions and maintaining service levels

Eptica results:

 Customer service agent productivity increased 50%

 90% of email enquiries now resolved same day

 Detailed insight gained into customer behaviour

Opodo
Online channel proving to be the fastest growth area for contact centre Email volumes exceeding 8,000 per day
Existing system not able to cope or provide management and reporting to the level required

Eptica results:

 Eptica deployed into live environment within 12 weeks

 Multiple brands handled through a single system

 Routing, email reply content and branded email templates selected automatically

 Significant benefits to customer service and productivity within 3 months