Accounting Company

Oxon + Financial & Accounting Industry

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Accounting_case-study
Art-Lar_case-study
Art-Lar Finance&Accounting is Armenia-based accounting services company and provides accounting, legal, HR management, consulting and 1C solutions services in a timely and accurate manner.
150 employees
25 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

200000
per month

Customers

180
per agent per day

Calls

84
per day

Emails

103
per day

Problems

The firm was faced with the following problems and challenges.
Provide 360 Degree View of Customer
Need for the Custom Billing Dashboard
Increase proactive and self-service customer interactions with chat-bot
Need for the centralized database system
Real-time performance management solution to support customer service goals

Solutions

Oxon’s solutions were implemented accordingly every issue.
Automated professionalism: customer experience and chat-bot to offer optimal solutions
With the ticketing system and assign themes the company can easily track their customer experience and work on the most frequent issues. Themes and tickets lets the company work on improving the company's clients experience. Leaders in statistics will always see why clients are connecting them, which theme has most assigned chats. By this action chat-bot will always be lowering customer’s flow form agents. Chat-bot already decreases up to 30% of customers flow from live agents, and can always be improved to solve the most common issues.
Chat-bot integration on website
Before chat-bot integration we had to improve web-chat functionalities in Art-Lar website. Chat-bot works instead of agents and if he does not know the answer or cannot solve the issue it connects the client to a live-agent. For example, if chat-bot cannot answer about pricing for the services of Art-Lar, or the client does not understand the tab of price lists and chat-bot does not know how to solve it, he will connect live agent to the client in web-chat.
Ensuring maximum efficiency of operations
To ensure maximum efficiency operations to the customer agent has all the information about the client in front of him. OXON dynamic agent desktop helps to improve agent’s efficiency. It decreases call handling time and increases customers’ experience, NPS and CSAT.
Roles and permissions managed through OXON
The benefits of managing roles and permissions though OXON are: saves time by assigning new users faster and ensure that every user will have exact same permissions emerging form the role they are assigned too. Moreover, the system allows to maintains highest security standards by giving the opportunity to control which permissions are used by which roles. Art-Lar is working with finance, therefore proper data security is crucial to them. The roles can be modified and deleted anytime.
Desktop adapts and morphs depending on the call type
OXON dynamic agent desktop pulls all your data into a single, easy-to-use interface, so the team always will have the data they require to resolve problems the first time. If a client contacts the contact center of Art-Lar for the first time the agents must fill up all the information about client: personal details, services used, using or have interest, priority of the client, etc. From now on, when the same client connects to the Art-Lar contact center, though any communication channel, the agent will see all the information about that client in OXON dynamic agent desktop.
Automate application to minimize typing errors
All agents have the ability to create their own messages’ templates or email signature. It allows the agents to save time and skip the part of correcting their messages. All agents try to work fast, so sometimes it happens that they make some mistakes while typing.
Contracts and fraud management
OXON contact center gives an option to choose priority of the clients, it allows to control the main works and improve VIP customers' experience with a faster response. If a client is calling a contract agent can assign him to a theme or create a ticket. Tickets will let the agent keep tracking the progress of the contract, and the agent can set alert for certain actions and avoid forgetting them. Tickets will be open until the deal is done and until the agent closes it.
Customer activity management
With OXON contact center agents can always track their clients' history, updated information, or services in use. All agents have the access to check the client's connections history, etc.
OXON reporting system
Reporting system allows team leaders or managers to order all the statistics and other information from the OXON contact center. It lets team leaders track their agents’ efficiency, main problems, issues and any other difficulties the company deals with. It helps the company to build an interaction with clients and keep rising their CSAT or NPS.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
140
s
135
s
Annual contact centre operational costs
340 500
290 000
Annual contact centre operational costs decrease
-
%
17
%
First Call resolution
74
%
82
%
Email First reply time decrease
-
%
17
%
Calls answered within 20s
60
%
83
%
Average of emails handled
per day per agent
20
25
Average of calls handled
per day per agent
40
53
Callbacks answered
21
%
90
%
Customer NPS
52
pt
79
pt
Overall benefits for the company
The head or the lead of the Call Center will see all the statistics of the business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them.
Main benefits for the company
Cost savings through increased productivity of company agents (about 98000 eur each year), increased customer satisfaction 67%.
Extra benefits
When an agent finishes a call or chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, etc. All the information is visible for the team leaders, managers or other leads. In that way the company will be able to keep a track of the most common questions and arising problems.