Industrie de la production et du commerce de gros

Oxon + l’industrie de la production et du commerce de gros

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, Industrie de la production et du commerce de gros
, Industrie de la production et du commerce de gros
Svyturys-Utenos Alus est la plus grande brasserie de Lituanie, elle fait également partie du groupe Carlsberg.
350 employees
10 Contact Center agents
L’entreprise utilise Oxon depuis des années, ce qui l’a aidée à résoudre plusieurs problèmes et à porter son activité à un niveau supérieur.

Clients

100000
par mois

Clients

180
par agent par jour

Appels

120
par jour

Emails

60
par jour

Problèmes

L’entreprise était confrontée aux problèmes et défis suivants.
Lietuvos Paštas avait besoin d’un CRM moderne pour :
The customer flow for agents are too big
Too many apps and software’s are using in the office
Leaders or managers can’t track their employees work. There is no statistics about calls, email and etc. All agents need to update all the details in Excel program
For the agents is hard to find information about client while they are talking with him
There is no list of missed call
Recall for the customers are registered in Excel. There are no reminders or alert if agent forgets to call back
Make communication in web-site
Create external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)

Solutions

Les solutions d’Oxon ont été mises en œuvre en fonction de chaque problème.
OXON contact center – multi functional system allows increase employees efficiency
OXON contact center has ability to quickly respond to customer inquiry using various communication channels. Svyturys-Utenos Alus agents has big flow of customers and call handling time is too long, first call resolution is low too. OXON contact center lets agent have all the systems he need in on easy to use system. OXON increases employee’s efficiency and allows agents to take care of more customers in one working day.
Omni-channel connects all communication tool to one easy to use platform
Omni-channel for Svyturys-Utenos Alus lets have to increase customer experience and CSAT with increased agent’s efficiency, first call resolution and call handling time. Svyturys-Utenos Alus channels uses: calls, emails, web-chat and chat-bot.
Reporting system
Reporting system lets leaders to get any kind of information about business, agents, sales and etc. All the statistics will be sent to leader’s email when he orders it. For example, Svyturys-Utenos Alus sales office head can order weekly sales statistics, it will show all information about exact agent and all sales team in one document. The OXON system will generate all that information and statistics and will sent it to email automatically. It can be ordered as weekly, daily or monthly statistics, all the details are set up by leader.
OXON dynamic agent desktop
OXON dynamic agent desktop allows to have all tools for work in one window. Agent will see all the information about the customer while talking and will save time to not search for information while taking a chat. Svyturys-Utenos Alus agents will see customer’s personal details, orders made, incoming orders, date of delivery, products ordered and etc. It will allow to increase agent’s efficiency by decreasing call handling time and customers NPS.
Outbound calls
Outbound calls. These calls are usually made to their client to makes sales, complete survey, update customer information or provide services. Svyturys-Utenos Alus usually use outbound calls as main tool of their sales. All calls are easily made in OXON contact center, there is automatic dealing and agent needs just to select client with who he wants to talk.
IVR system
Calls are divided by Skill Based Routing system. People who calling to Svyturys-Utenos Alus in IVR system have to choose the purpose of their call based on the question or problem they have. This way the system transfers them to an agent who has the most competency in resolving their issue. For example, is client is calling for order, he will be connected to the agent who is responsible for that sector. 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. 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.
Live chat and chat bot integration to their web pages
OXON contact center is saving all the history of calls, email, chats and all other channels. The agent will see all the history of all channels, or just of calls, or just one client. Agent can check all missed calls and other communications missed connection. In that way agent is able to recall the client or set alert or reminder to call back in time he wants.
Ticketing system
Svyturys-Utenos Alus has two web-sites for both brands. OXON integrated customized web-chats for both web sites. A Web-chat system allows user to communicate in real time while using easily accessible web interfaces. If client tries to connect web-chat at the beginning, he will talk with chat-bot. The chat-bot is able to give an answers to client about the products, brands and other common information for clients. If chat-bot is not able to answer the question of client, or doesn’t know the answer, client automatically will connect to the live-agent and will talk to agent in real time via web-chat.

Résultats

Après une mise en œuvre réussie, les résultats suivants ont été atteints.
Tableau
Avant OXON Avec OXON
Temps moyen de traitement des appels
235
s
215
s
Coûts opérationnels annuels des centres de contact
112 000
96 000
Diminution des coûts opérationnels annuels du centre de contact
-
%
8
%
Résolution du premier appel
73
%
87
%
Diminution du temps de réponse du courriel
-
%
16
%
Appels traités dans les 20 secondes
74
%
81
%
Le flux de clients diminue avec le Chat-bot
-
%
12
%
Moyenne d'emails traités
par jour par agent
50
60
Moyenne des appels traités
par jour par agent
70
90
Réponses aux questions sur les rappels
34
%
59
%
NPS client
43
pt
65
pt
Overall benefits for the company
Le chef ou le responsable du centre d’appels verra toutes les statistiques de l’activité, l’efficacité des employés, la vitesse de résolution des problèmes, les principaux problèmes et les raisons pour lesquelles les clients les contactent.
Main benefits for company
Réduction des coûts grâce à l’augmentation de la productivité des employés/agents de l’entreprise (environ 26 000 euros par an) et à la satisfaction accrue des clients.
Extra benefits
Lorsque l’agent termine un appel ou un chat avec un client, il peut choisir la raison pour laquelle il s’est connecté au centre d’appels ou l’attribuer au thème. Les thèmes sont collectés à partir d’appels, de chats, d’emails et autres, toutes les informations sont visibles pour les chefs d’équipe, les managers ou autres agents. De cette manière, l’entreprise sera en mesure de suivre les questions les plus courantes et les problèmes qui se posent.