Retail and E-Commerce Industry

Oxon + Retail and E-Commerce Industry

Wave
Retail_case-study
Senukai_case-study
Senukai is biggest construction, repair and household goods networks in Baltic states. Senukai also manage a 1A brand in Baltic states, it works as branch of electronics in online market.
10 000 employees
150 Contact Center agents
The firm’s used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

3000000
per month

Customers

90
per agent per day

Calls

36
per day

Emails

54
per day

Problems

The firm was faced with the following problems and challenges.
Lietuvos Paštas needed modern CRM to:
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)

Solutions

Oxon’s solutions were implemented accordingly every issue.
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.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
180
s
175
s
Annual contact centre operational costs
2 190 400
1 990 000
Annual contact centre operational costs decrease
-
%
6
%
First Call resolution
86
%
89
%
Email First reply time decrease
-
%
10
%
Calls answered within 20s
81
%
87
%
Customers flow decrease with Chat-bot
-
%
24
%
Average of emails handled
per day per agent
41
53
Average of calls handled
per day per agent
24
36
Callbacks answered
90
%
99
%
Customer NPS
68
pt
87
pt
Cost savings
Cost savings through increased productivity of company employees/agents (about 60 000 eur each year), increased customer satisfaction.
Chat-bot
Chat-bot decrease about 26% of customer’s flow from live-agents. About 23 customers per day from only one agent.