Branża zarządzania obiektami

Oxon + branża zarządzania obiektami

Wave
, Branża zarządzania obiektami
, Branża zarządzania obiektami
Tatinterlift (ТатИнтерЛифт) – firma serwisująca windy, z siedzibą w Kazaniu, Rosja, posiada 24/7 serwis dla ponad 2000 zagranicznych i krajowych wind.
50 employees
8 Contact Center agents
Firma używa Oxona od lat i pomogło to w poprawie kilku kwestii, jak również w podniesieniu biznesu na nowy poziom.

Klienci

10000
miesięcznie

Klienci

70
na agenta na dzień

Połączenia

60
na dzień

E-maile

10
na dzień

Problemy

Firma stanęła przed następującymi problemami i wyzwaniami.
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

Rozwiązania

Rozwiązania Oxon zostały wdrożone odpowiednio do każdego problemu.
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.

Wyniki

Po udanym wdrożeniu osiągnięto następujące wyniki.
Tabela
Przed OXON Z OXONEM
Średni czas obsługi połączeń
120
s
105
s
Roczne koszty operacyjne contact center
25 000
23 500
Spadek rocznych kosztów operacyjnych centrum kontaktowego
-
%
4
%
Rozstrzygnięcie na pierwsze wezwanie
87
%
92
%
E-mail Spadek czasu pierwszej odpowiedzi
-
%
13
%
Połączenia odebrane w ciągu 20s
68
%
73
%
Spadek przepływu klientów dzięki Chat-botowi
-
%
13
%
Średnia liczba obsłużonych maili
za dzień za agenta
6
11
Średnia liczba obsłużonych połączeń
za dzień za agenta
45
59
Odpowiedzi na pytania dotyczące wywołań zwrotnych
21
%
48
%
NPS klienta
47
pt
60
pt
Overall benefits for the company
Szef lub lider Call Center będzie widział wszystkie statystyki biznesu, wydajność pracowników, szybkość rozwiązywania problemów, główne problemy i cele, dla których klienci się z nimi kontaktują, poprawione Agent Analytics, zmniejszenie liczby biletów e-mail i oczekiwany wzrost sprzedaży.
Main benefits for company
Oszczędność kosztów poprzez zwiększenie wydajności pracowników/agentów firmy (około 32000 eur rocznie), poprawa kluczowych wskaźników wydajności, wzrost zadowolenia klientów.