Mažmeninės ir elektroninės prekybos pramonė

„Oxon“ + mažmeninės prekybos ir elektroninės prekybos pramonė

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, Mažmeninės ir elektroninės prekybos pramonė
, Mažmeninės ir elektroninės prekybos pramonė
Senukai yra didžiausias statybų, remonto ir namų apyvokos prekių tinklas Baltijos šalyse. „Senukai“ taip pat tvarko 1A prekės ženklą Baltijos šalyse; tai veikia kaip elektronikos šaka internetinėje rinkoje.
10 000 employees
150 Contact Center agents
Firma daugelį metų naudojo „Oxon“ ir tai padėjo išspręsti keletą klausimų, taip pat pakelti verslą į naują lygį.

Klientai

3000000
per mėnesį

Klientai

90
vienam agentui per dieną

Skambučiai

36
per dieną

Laiškus

54
per dieną

Problemos

Firma susidūrė su šiomis problemomis ir iššūkiais.
„Lietuvos paštui“ reikalingas modernus CRM, kad:
Senukai needed a new modern CRM software to focus on improving customer’s interaction, experience and satisfaction
Still using several different communication channels
There are no communication services in web-site
Reducing operational costs and inefficiencies
Better manage customer support teams
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)

Sprendimai

„Oxon“ sprendimai buvo įgyvendinami atitinkamai kiekvienu klausimu.
OXON contact center
OXON connects all the channels and holds all customer communication history in one place. If client connect to any of KESKO Senukai group branch, doesn’t matter if it’s a physical or online web, when he connects the agent will see all the information about him. It makes way easier communication between business and customer.
Omni-channel
Omni-channel experience allows your customer to engage on their channel of choice. The customer can connect Kesko Senukai group via: calls, emails, social network, web-chat.
Inbound calls efficiency increase
Inbound calls are divided by Skill Based Routing system; it allows Senukai 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.
Automatic customized surveys system via OXON Outbound calls
After any connection with contact center client can get customized survey to email or SMS. All the configurations about automatic survey messages can be changed any time, can be turned on or off any time too. All the contact center need is to fill all information tabs in OXON contact center and save the information, after the first touch with client for the second time all information appears in window when client is connecting Kesko Senukai contact team.
IVR integration with PBX and Skill Based Routing systems
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 agent.
Integrate web-chat and chat-bot to Senukai web site
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 in physical shop or web-store, can answer about delivery, price, open shops and etc. 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.
Smooth integration of OXON contact center to Senukai task management and data systems for cost savings through increased productivity of company employees/agents
OXON contact center has ability to work with many different systems. Senukai is using three different systems: inside data management, inside CRM and task management system. All the systems have to be integrated to OXON contact center and all of the information will be shared smoothly between all four systems.
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. Senukai collects all the information from calls, emails and chats. All the information is visible for agents or team leaders and can be shared inside the OXON. In that way Senukai is able to track all the common questions, problems and other arising issues. This option in OXON lets development team see all the main actions to do, to keep building strong companies and customers relationship.
Clients data collecting
If client connects Senukai contact center for the first time, the agent will see empty tab. In that tab agent has to fill all the required information, such as: name, surname, email address, phone number and Senukai loyalty card number. All the information is common, except personal details, these tabs are required. After this all the agents will see the information about the client when he tries to connect Senukai contact center. It doesn’t matter in what channel client will try to do this.

Rezultatai

Po sėkmingo įgyvendinimo buvo pasiekti šie rezultatai.
Lentelė
Prieš OXON Su OXON
Skambučių apdorojimo laiko vidurkis
180
s
175
s
Metinės kontaktinių centrų veiklos išlaidos
2 190 400
1 990 000
Metinės kontaktinio centro veiklos išlaidos mažėja
-
%
6
%
Pirmojo skambučio skiriamoji geba
86
%
89
%
Sumažinti pirmojo atsakymo laiką
-
%
10
%
Į skambučius atsakyta per 20s
81
%
87
%
Klientų srautas sumažėja naudojant „Chat-bot“
-
%
24
%
Tvarkytų el. Laiškų vidurkis
per dieną vienam agentui
41
53
Tvarkytų skambučių vidurkis
per dieną vienam agentui
24
36
Atsiliepė atgaliniai skambučiai
90
%
99
%
Kliento NPS
68
pt
87
pt
Cost savings
Išlaidos sutaupomos padidinus įmonės darbuotojų / agentų produktyvumą (apie 60 000 eur kasmet), padidėjo klientų pasitenkinimas.
Chat-bot
Pokalbių robotų sumažėjimas maždaug 26% klientų srauto iš tiesioginių agentų. Apie 23 klientai per dieną tik iš vieno agento.