Production and Wholesale Industry

Oxon + Production and Wholesale Industry

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Production_case-study
Svyturys_case-study
Svyturys-Utenos Alus is the biggest brewery company in Lithuania. They are also a part of Calsberg group.
350 employees
10 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

100000
per month

Customers

180
per agent per day

Calls

120
per day

Emails

60
per day

Problems

The firm was faced with the following problems and challenges.
Svyturys-Utenos Alus needed modern CRM because of the following problems:
The customer flow for agents was too big
Too many apps and softwares were used in the office
Managers could not track employees' work. There was no statistics about calls, email, etc. All agents needed to update the details in Excel program
It was hard to find the information about a client while an agent was talking with him
There was no list of missed call
Recall for the customers was registered in Excel. There were no reminders or alerts if an agent forgot to call back
Need for the communication in website
Create external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)

Solutions

Oxon’s solutions were implemented to solve every issue.
OXON contact center – multi functional system allows to increase employees' efficiency
OXON contact center has the ability to quickly respond to customer’s inquiry using various communication channels. Svyturys-Utenos Alus agents have a big flow of customers and call handling time was too long, first call resolution low. OXON contact center lets agents have all the information they need to answer the client faster. OXON increases employees’ efficiency and allows agents to take care of more customers during the working day.
Omni-channel connects all communication tools to a single, easy to use platform
Omni-channel for Svyturys-Utenos Alus lets to increase a first call resolution, call handling time, customers’ experience and CSAT with increased agents' efficiency. Svyturys-Utenos Alus channels used: calls, emails, web-chat and chat-bot.
Reporting system
Reporting system lets leaders get any kind of information about the business, agents, sales, etc. All the statistics will be sent to the leader's email when he orders it. For example, Svyturys-Utenos Alus sales office head can order weekly sales statistics, it will show all the information about the exact agent and all the sales team in one document. The OXON system will generate this information and statistics and will send it automatically. It can be ordered as weekly, daily or monthly statistics, all the details are set up by the leader.
OXON dynamic agent desktop
OXON dynamic agent desktop allows the company to have all the work tools in one window. An agent will see all the information about the customer in front of him during the call. Svyturys-Utenos Alus agents will see customer’s personal details, orders made, incoming orders, date of delivery, products ordered, etc. It will increase agent’s efficiency and customers' NPS by decreasing call handling time.
Outbound calls
These calls are usually made to company's clients to make sales, complete surveys, update customer information or provide services. Svyturys-Utenos Alus usually use outbound calls as a main tool of their sales. All calls are easily made in the OXON contact center. There is an automatic dealing and the agent only needs to select the client with whom he wants to talk.
IVR system
Calls are divided by Skill Based Routing system. People who are 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 competence in resolving their issue. For example, if the client is calling to order, he will be connected to the agent who is responsible for that sector. When the agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, etc. All the information is visible for the team leaders, managers or other agents. In this 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
Svyturys-Utenos Alus has two websites for both brands. OXON integrated customized web-chats for both websites. A web-chat system allows users to communicate in real time with easily accessible web interfaces. If a client tries to connect to the web-chat he will talk with chat-bot at first. The chat-bot is able to give answers to clients about the products, brands and other common information. If the chat-bot is not able to answer the question or does not know the information, the client will be automatically connected with a ive-agent and will talk to the agent in real time via web-chat.
Ticketing system
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails etc. All the information is visible for the team leaders, managers or other agents. In this way the company will be able to keep track of the most common questions and arising problems.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
235
s
215
s
Annual contact centre operational costs
112 000
96 000
Annual contact centre operational costs decrease
-
%
8
%
First Call resolution
73
%
87
%
Email First reply time decrease
-
%
16
%
Calls answered within 20s
74
%
81
%
Customers flow decrease with Chat-bot
-
%
12
%
Average of emails handled
per day per agent
50
60
Average of calls handled
per day per agent
70
90
Callbacks answered
34
%
59
%
Customer NPS
43
pt
65
pt
Overall benefits for the company
The head or lead of Call Center will see all the statistics of the business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them.
Main benefits for the company
Cost savings through increased productivity of company employees/agents (about 26000 eur each year), increased customer satisfaction.
Extra benefits
When an agent finishes a call or a chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, etc. All the information is visible for the team leaders, managers or other agents. In this way the company will be able to keep track of the most common questions and arising problems.