Facility Management Industry

Oxon + Facility Management Industry

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Facility_case-study
Tatinterlift_case-study
Tatinterlift (ТатИнтерЛифт) – elevator service company, based in Kazan, Russia. Have 24/7 service for more than 2000 foreign and domestic elevators.
50 employees
8 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

10000
per month

Customers

70
per agent per day

Calls

60
per day

Emails

10
per day

Problems

The firm was faced with the following problems and challenges.
Lifting Mechanisms needed a modern CRM software to focus on improving clients' interaction, experience and satisfaction by tracking any communication with customers
Was using several different communication channels
There was no communication services in website
Customer engagement in online world was critical
Reduce operational costs and inefficiencies
Need for a better management of the customer support team

Solutions

Oxon’s solutions were implemented to solve every issue.
OXON Contact Center
OXON connects all the channels to a single, easy to use platform and collects all the history of chats from all channels: calls, emails, web-chat etc. In this way the contact team of Lifting Mechanisms will always have the information they need and will be able to solve problems much faster with all data in front of them. The team leader or the head of the center will see all the statistics: how each agent is working, how many services he did, how fast they reacted to problems, efficiency of team etc.
Omni-channel
Omni-Channel experience allows your customer to engage on their channel of choice. In this case Lifting Mechanisms are using: calls, emails, SMS, web-chat, chat-bot.
Inbound calls with Skill Based routing and PBX systems
Inbound calls are divided by Skill Based Routing system; it allows the contact center to divide calls when customers calls to their IVR system. The IVR system asks to choose the purpose of the call and then connects the client to an agent who has the most competence to answer their questions. If the client calls for the second time the PBX system will connect him with the same agent. If the agent cannot respond at the time the system will connect the client with another agent. In Lifting Mechanisms there are three options to choose from: New services, Extra situations, VIP.
OXON data collecting
OXON contact center collects all the data for Lifting Mechanisms: the history of chats with clients, services ordered, services to do (can set alert for them to remind), payments made, debts etc. It also records chats with clients, all records are saved in the history.
Web-chat integration
The web-chat was integrated to Lifting Mechanisms website to increase communication in the online world. The live-chat allows agents to talk with clients in real time. The main benefits of the live-chat: every time a client connects to the live-chat with his email system saves him as a contact, in that way OXON collects leads; other benefit is that agent can talk with more than one client at a time, it increases the efficiency of the contact center team.
OXON integration with elevators network system
It is easy to integrate any system to work back to back with OXON. In this case we had to integrate OXON to work back to back with Lifting Machines inside the system which shows all live statuses of lifts company is responsible for.
Ticketing system
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. Themes can be assigned to the object where the elevator is, what issue it had, what problems should be fixed etc. The themes are collecting from calls, chats, emails etc. All the information is visible for the team leaders, managers or other agents. In this way the company will be able to keep track of the most common questions and arising problems.
Reporting system
The reporting system can be used by the team leader. The reports will be sent by email. They can be ordered to get weekly, monthly or every day, and the system will send the ordered statistics to the leader. For example, a leader can order statistics of the week about how many times the clients texted in the web-chat or called to the contact center, how long an agent took to solve issues etc.
OXON dynamic agent desktop
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have the data they require to resolve problems the first time.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
120
s
105
s
Annual contact centre operational costs
25 000
23 500
Annual contact centre operational costs decrease
-
%
4
%
First Call resolution
87
%
92
%
Email First reply time decrease
-
%
13
%
Calls answered within 20s
68
%
73
%
Customers flow decrease with Chat-bot
-
%
13
%
Average of emails handled
per day per agent
6
11
Average of calls handled
per day per agent
45
59
Callbacks answered
21
%
48
%
Customer NPS
47
pt
60
pt
Overall benefits for the company
The head or the lead of Call Center will see all the statistics of the business, employees’ efficiency, resolution speed of the problems, the main issues and purposes why clients are contacting them. Agent Analytics improved, reduction in email tickets and sales increase expectation.
Main benefits for the company
Cost savings through increased productivity of the company employees/agents (about 32000 eur each year), improved Key Performance Indicators, increased customer satisfaction.