Government Financial Institution

Oxon + Governmental Financial Industry

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Financial2_case-study
INVEGA_case-study
INVEGA is a financial entity incorporated by the State. The main objectives of the operations of the entity are as follows: provision of financial services, implementation, administration of financial and other support measures for SMEs.
60 employees
45 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

210
per agent per day

Calls

110
per day

Emails

98
per day

Problems

The firm was faced with the following problems and challenges.
Was using several different communication channels
There was no communication services in web-site
Customer engagement in online world was critical
Reduce operational costs and inefficiencies
Need for a better management of customer support teams
Increase the use of external support call centers, mostly for telesale services, arrange meetings and Computer Assisted Telephone Interviews (CATI)

Solutions

Oxon’s solutions were implemented to solve every issue.
OXON contact center
OXON connects all communication channels to a single, easy to use platform and decreases operational costs at least 20% per month.
Web-chat integration to INVEGA web page
A Web-chat system allows the user to communicate in real time while using easily accessible web interfaces. When a client tries to connect with a live agent in a web-chat at first he will talk to a chat-bot. For example, the client wants to see the lowest price of the insurance. If the chat-bot will not help him, or will not know the answer to the question, the client will be transferred to connect with a live agent.
Chat-bot
The most innovative tool in CRM at the moment. It allows you to save time resources, money and not to disturb a live-agent with common issues. It can track client’s services, give answers about the lowest price of the insurance, or see how much he has in his retirement fund, etc. If the bot does not know a correct answer for the customer's problem or cannot help in other ways, it will connect the customer to the live-agent. The chat-bot can be customized by the company; it allows you to make the bot program as smart as you want.
Created customized surveys to interact with customers
INVEGA created customized messages to track the feedback from clients. Customized surveys are sent by email or SMS at the end of a chat. Surveys can be customized any time, automatic surveys can be turned off or can be configured to use like a massive messages tool.
OXON dynamic agent desktop increase agent’s efficiency
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team will always have the data they require to resolve problems the first time. When INVEGA agent is connected with a client, he will see all the information in the database in front of him. It allows agents to work more efficiently and make deals faster. The information about customers can be updated any time. The agent is able to make his first window look the way he wants, and can customize features and tabs. If the client connects the company for the first time an empty window appears on the agent's desktop and the agent has to fill up all the information about the client to have the data for future calls.
Reporting system
The reporting system lets team leaders or the head of the contact center to order any kind of information, data or statistics from OXON contact center system. It allows leaders to keep tracking their workers’ efficiency, main problems, issues and any other difficulties that the company deals with everyday. It helps the company to keep building an interaction with clients and keep growing their CSAT or NPS.
Ticketing system for better management of customer’s flow
The ticketing system allows agents to assign all the connections to themes. For example: if a client connects INVEGA to ask about retirement fund offer, it will be assigned to the retirement theme, the risk management it will be assigned to the risk theme. If the supporting agent is not able to solve the problem during the first connection the ticket will be created and open until the question or the issue will be solved and closed by the agent. After that the connection agent is able to choose the ending reason and it can be attached to the theme.
Omni-channel: client chooses how to connect company
Omni-channel experience allows your customer to engage on their channel of choice. INVEGA is using these channels: calls, emails, web-chat with chat-bot.
Clients data collecting
The system will show all the services in use or used in the past by the exact client. All other personal information about the client will be visible in OXON dynamic agent desktop too.
Client's history tracking
All client's history is archived in OXON contact center. When a client connects the contact center an agent will see all the history of the client connection with the center, it does not matter in what communication channel he was connected before.
OXON integration with INVEGA task management, data and clients' lists systems
OXON contact center system is easy to integrate with any other system. INVEGA has these units inside systems: data security system, tasks management and personal clients' information. As the governmental institution INVEGA has to protect all its data. OXON was able to help in this case and created a smooth integration with all the inside systems of INVEGA to use them back to back in OXON contact center.
Set up IVR system
IVR system lets INVEGA to control the flow of calling customers and to direct them to an agent who has the most competence to help clients during the first call. The calls are divided by Skill Based Routing system. INVEGA also uses the PBX strategy which allows the client to connect to the same agent he was talking before. If the agent is not available at the time, the client will be connected to another agent who is able to help.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
120
s
100
s
Annual contact centre operational costs
905 000
880 000
Annual contact centre operational costs decrease
-
%
6
%
First Call resolution
82
%
90
%
Calls answered within 20s
71
%
92
%
Customers flow decrease with Chat-bot
-
%
17
%
Average of emails handled
per day per agent
79
88
Average of calls handled
per day per agent
64
73
Callbacks answered
43
%
67
%
Customer NPS
49
pt
73
pt
Cost savings
Cost savings through increased productivity of the company employees/agents (about 85000Eur each year), increased customer satisfaction.
Chat-bot
Chat-bot decrease about 17% of customer’s flow from live-agents. About 35 customers per day from only one agent.