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.
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"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
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“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
Ageas selected Eptica’s self-learning Email Management technology to improve online service and the efficiency of its customer and partner communication
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 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.
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.
Part of the Redcats Group, number 3 worldwide in home shopping
Dealing with thousands of online contacts every day
Eptica built online self–service customer portal
Increased agent productivity by 40%
Reduced post sales contacts by 30%
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
Customer service agent productivity increased 50%
90% of email enquiries now resolved same day
Detailed insight gained into customer behaviour
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 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