Industry Examples

With innovative OXON technology, we solve challenges in consumer industries such as Healthcare, Finance, eCoomerce and many more!
We are introducing specific user cases, the challenges they have faced and the solutions we have provided, with proof of success!

E-COMMERCE

Challenge

  • Increasing demand for customer support due to rapid growth of online shopping, worldwide worth $1,251,4 bn*
  • Challenge is to attract customers to visit eCommerce website and convince them to buy
  • Need to support customers while shopping using multiple communication channels (email, phone, sms etc.)
  • High rate of abandon shopping cart (70%)*
  • Lack of customer intelligence, knowledge about buying behaviours
  • For 70% of customers service is more important then price

 

Solution

  • Omni-channel communication (phone, sms, live chat) to maximize sales
  • Automated, targeted promotion offering (up- sale)
  • Recover lost online shopping by providing intelligence on customers
  • Understand your customers’ needs (all history of contacts is saved)
  • Measure customer satisfaction and buying behaviors
  • Notifications: customers are informed via phone, email, or SMS (text messaging) before when the order is completed/delivered
  • Routing customers and their information to the most suitable resources to increase profits

 

Proof

One of the largest shoes online shop

  • eCommerce shopping cart abandonment prevention by call back functionality to customers who didn’t finalized a transaction
  • Customer care increase: a caller identification and automatic re-direction to the dedicated consultant
  • Sales increase by customer shopping preferences knowledge management and omni-channel communication with a customer (use phone, website, live chat)
  • Managing orders & complains via multiple channels, cut down response time
  • Forward communication enabled to increase sales (additional offering)

TRAVELING AND HOSPITALITY

Challenge

  • Increasing competition
  • Difficulties to keep customers happy while maintaining strong margins
  • Customers look for information and compare offers online before making a decision
  • Customers want unique travel features and true one-stop travel shopping experience (from air tickets, hotels rooms and car rentals to user reviews)
  • Customers often come back with questions and expect quick answers, theater tickets

 

 

Solution

  • Ensuring maximum efficiency of operation (leads prioritization)
  • Smoothing travel shopping process by omni- channel communication, ability to answer extra questions e.g. checked luggage or premium seats
  • Proactive communications: use customer experience to better target offering on the next travel
  • Professionalism: customers got advise from dedicated service professionals to offer optimal solutions
  • Automatically sending updates, notifications about interary changes, payments
  • Customer is not anonymous (saving all information about the customer)

Proof

Travel agency with 73 offices

  • Unified communication – one contact number instead of 73 different numbers for every single office
  • Intelligent call routing to the agent specializing in a certain country
  • Internal line (inbound) to manage communication with tour operators
  • Scripts for agents for smoother communication with customers
  • Improved client experience by saving history of all contacts

 

 

SERVICES - CAR RENTAL

Challenge

  • Service organized across various local branches who need to collaborate
  • Price war
  • Mobile apps and easy booking solutions needed
  • Profits mostly generated from affluent enterprises and individuals
  • Extra money from additional features or service

 

 

 

Solution

  • Ensuring maximum efficiency of operation (leads prioritization)
  • Smoothing renting process by omni-channel communication
  • Use customer experience to better target offering e.g. leisure car rental, airport rental, family cars
  • Offer extra services, such as GPS navigation systems, insurance and entertainment systems
  • Professionalism: customers got advise from dedicated service professionals to offer optimal solutions
  • Customer is not anonymous (saving all information about the customer)

Proof

Car rental with 720 fleet

  • VIP customers treatment with the highest quality by callers prioritization
  • First call resolution: calls are routed to the right location (12 different cities) and agents at the first time of a connection
  • Infoline management; monitoring number of total calls, unanswered calls, average waiting time, etc.
  • Significant calls answering increase: 99,7% answered calls at first contact; 100% answered calls, taking into account calling back within 3 minutes

 

AUTO DEALER

Challenge

  • Customers need support in their decision journey, from awareness to consideration, shortlisting, purchase, service, and ultimately repurchase
  • Digital sales are becoming more of a reality, e.g. in Germany 5M of the country’s 6M car sales (new and used) are triggered online
  • Digital experience is second most important factors out of 7 impacting customers’ choice
  • Online platform reduces costs and boost marketing effectiveness

 

 

Solution

  • Ensuring maximum efficiency of operation (leads prioritization)
  • Omni-channel customers support in all their decision making stages
  • Use customer experience to better target offering
  • Offer extra services, such as GPS navigation systems, insurance and entertainment systems
  • Automatic information about update, booking changes, payments
  • Professionalism: customers got advise from dedicated service professionals to offer optimal solutions
  • Customer is not anonymous (saving all information about the customer)

Proof

Mitsubishi & Hyundai dealer

  • Improved customer treatment, customer satisfaction increase
  • no unanswered calls: if desk phone is not answering, our system sets automatic re- direction to mobile workers or call-back functionality is used
  • waiting connection time decrease from 3 mins. to 4 sec.
  • workforce management staff efficiency increase by leads prioritisation

 

 

 

DEBT COLLECTION

Challenge

  • Need to use all possible ways to contact with a debtor to act fast and efficient recovery is crucial – debt collection companies work on incentive program
  • Access to automatically updated list of debtors is crucial
  • High volume of collections calls while very low contact rate with a debtor (5-10%) lead to huge telco costs
  • Companies need to stay within national guidelines
  • Profitability of individual companies depends largely on efficiency of operations, statistics are needed

Solution

  • Updating and verifying a list of debtors
  • Reduction of telco costs (HLR identifies only valid phone numbers)
  • A speech analytics program to eliminate call center compliance risk, improve agent performance, and increase recovery rates
  • Informing the customer about the debts using various communication channels (SMS, email etc.)
  • Automatic update of information: monitoring of payment and close the issue after payment of debt recovery
  • Efficiently managing negotiation with a debtor

Proof

  • Diminishing telco costs (no connections & voicemails to invalid phone numbers)
  • Automatic update of debt information: monitoring of payment and close the issue after payment of debt recovery
  • Efficiently managing negotiation with a debtor
  • Infoline management and monitoring its efficiency
  • Workforce efficiency monitoring
  • Support from experienced managers if required: eavesdropping and prompting into discussion

FINANCE

Challenge

  • Increasing use of external support call centers , mostly for the services telesales , arranging meetings and Computer Assisted Telephone Interview (CATI)
  • Better manage telemarketing and customer support teams
  • Struggle to retain customers while providing better customer support
  • Customer engagements in online world is critical
  • Mobile banking continues to explode
  • Customer data privacy is necessity
  • Manage regulatory compliance
  • Reducing operational costs and inefficiencies
  • Large institutions still rely on in-house infrastructure, whereas smaller & financial broker moving to cloud

Solution

  • Ability to quickly respond to customer inquiry using various communication channels
  • Avoid the situation when customers can’t get assistance when needed, and have to repeat information that they have already provided (all history of contact is saved automatically)
  • Ensure omni-channel communication consistency
  • Streamline financial call center operations
  • Single point of contact
  • Automatically notify about promotions, appointments, account updates
  • Plan, schedule and monitor quality of workforce to provide greatest customer experience and efficient services

Proof

  • First contact resolution by agent specialization: calls are routed to agents with the right expertise and competencies to solve customer enquiries
  • Workforce efficiency monitoring
  • Integrated communication – single point of contact
  • Telemarketing campaigns management, both up-sale and new offer
  • Increasing customer satisfaction
  • Monitoring efficiency of agents, recording

 

 

 

HEALTHCARE

Challenge

  • High readmission rates leads to costs increase and inefficiency of medical resources
  • Deal with shrinking number of medical personnel (especially in public healthcare)
  • Patient retention and communications using various channels
  • Manage patient follow-ups and appointment reminders
  • Communicating with healthcare professionals
  • Growing competition in private healthcare

 

 

Solution

  • Provide a uniform communication experience that improves patient care and satisfaction (one telephone number)
  • Centralised source of customer information used to make an appointment to different doctors, received information about
  • Automatic notification about appointments, test results, prescription refills, appointments scheduling
  • Manage patient follow-ups and appointment reminders
  • Measure Patients Satisfaction, track “voice of the customer“ feedback
  • Turnkey tele-health solutions
  • Enhance performance and cost reduction

Proof

  •  Infoline for cheaper, generic drugs
  • 98% of answered calls at the first connection
  • 100% answered calls whining 3 minutes
  • 4 sec. average waiting time tor the connection
  • Greater support of VIP clients
  • Unification of communication
  • Improving agent performance
  • Attract and retain more patients by automated telemarketing actions

 

 

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