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
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%
South East Water
New billing literature, which featured a customer service email address
prominently on the front of customer bills, caused in-bound email traffic to rise five-fold
South East Water couldn’t cope with the sudden increase using their existing email system. It would also be impossible for South East Water to sustain their Ofwat response targets
Eptica results:
Improved levels of service by means of speedier and more proficient responses has enabled South East Water to meet industry standard response times and increase agent productivity by 9.7%
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
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
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%
Fortis
Fortis selected Eptica’s self-learning Email Management technology to improve online service and the efficiency of its customer and partner communication
Eptica results:
Customer enquiry handling time cut by 50% - enquiries which previously took Fortis 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
Eptica provides multi-channel customer interaction solutions for more than 200 customers and is ranked on the 2009 Deloitte Technology Fast500
