Facility Management Industry

Oxon + Facility Management Industry

Wave
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’s 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 client’s interaction, experience and satisfaction by tracking any communication with customers
Still using several different communication channels
There are no communication services in web-site
Customer engagement in online world is critical
Reducing operational costs and inefficiencies
Better manage customer support team

Solutions

Oxon’s solutions were implemented accordingly every issue.
OXON Contact Center
• Recording of all external calls • IVR • Web-chat • Reporting system • Monitoring of active and queued calls and calls routing statistics OXON connects all the channels to one easy to use platform and collects all the history of chats from all channels: calls, emails, web-chat and etc. In that way contact team of Lifting Mechanisms will always have all the information they need and will be able to solve a problem much faster with all data in front of them. The team leader or head of the center will see all the statistics: how each agent is working, how many services he did, how fast they react to problems, efficiency of team and 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 contact center to divide calls when customers’ calls to their IVR system. The IVR system asks to choose the purpose of their call and then connects the client to the agent who has most competency to answer they questions. If client calls second time to contact center the PBX system will directly try to connect him with the same agent if he can respond at that time, if not the system will connect client with other client. In Lifting Mechanisms there is three options to choose from: New services, Extra situations, VIP.
OXON data collecting
OXON contact center collects all data for Lifting Mechanisms: history of chats with clients, services ordered, services to do (can set alert for them to remind), payment made, debts and etc. Also it records chats with clients, all records are saved in history too.
Web-chat integration
The web-chat was integrated to Lifting Mechanisms web site to increase communication inside online world. The live-chat lets to talk with clients in real. Main benefits of live-chat: every time client connect to 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 few clients in one time with live-chat, it increases the efficiency of contact center team.
OXON integration with elevators network system
With OXON is easy to integrate any other system to work back to back. In this case we had to integrate OXON to work back to back with Lifting Machines inside system which show all live statuses of lifts that company is responsible.
Ticketing system
When 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. Themes can be assigned to the object where elevator is, what issue it had, what problems should be fixed and etc. The themes are collecting from calls, chats, emails and etc., all the information is visible for the team leaders, managers or other agents. In that way the company will be able to keep track of the most common questions and arising problems.
Reporting system
Reporting system can be used by team leader. Reports will be sent in email. The reports can be ordered to get weekly, monthly or every day, system will send the ordered statistic ever leader wants. For example, leader can order statistic of week how many times clients texted in web-chat, or called to contact center, how long agent took to solve issues and 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 all the data they require to resolve calls for 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 lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them, Agent Analytics improved, reduction in email tickets and sales increase expectation.
Main benefits for company
Cost savings through increased productivity of company employees/agents (about 32000 eur each year), improved Key Performance Indicators, increased customer satisfaction.