Retail and E-Commerce Industry

Oxon + Retail and E-Commerce Industry

Wave
Retail_case-study
Senukai_case-study
Senukai is the biggest construction, repair and household goods network in Baltic states. Senukai also manages a 1A brand in Baltic states, it works as a branch of electronics in online market.
10000 employees
150 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

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.
Senukai needed modern CRM because of the following problems:
Senukai needed a modern CRM software to focus on improving customers' interaction, experience and satisfaction
Was using several different communication channels
There was no communication services in website
Reduce operational costs and inefficiencies
Need for a better management of customer support teams
Need to increase the use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interviews (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 a client connects to any KESKO Senukai group branch, it does not matter if it is a physical or online web, the agent will see all the information about him. It makes communication between the business and the customer easier.
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 the client’s call and then connects him to the agent who has the most competence to answer his questions. If the client calls the second time the PBX system will try to connect him directly with the same agent. If the agent cannot respond the system will connect the client with another agent.
Automatic customized surveys system via OXON Outbound calls
After any connection with the contact center a client can get customized surveys by email or SMS. All the configurations about automatic survey messages can be changed any time, can be turned on or off. All the contact center needs is to fill all information tabs in OXON contact center and save the information. After the first touch with the client all the following times information will appear in the window of the contact team.
IVR integration with PBX and Skill Based Routing systems
The IVR system asks to choose the purpose of the client's call and then connects him to the agent who has the most competence to answer his questions. If the client calls the second time the PBX system will try to connect him directly with the same agent. If the agent is not available at the time the system will connect the client with another agent.
Integrate web-chat and chat-bot to Senukai web site
A Web-chat system allows users to communicate in real time while using easily accessible web interfaces. If a client tries to connect web-chat he will talk with a chat-bot at the beginning. The chat-bot is able to give answers about the products in physical shops or web-store, can answer about delivery, price, open shops, etc. If chat-bot is not able to answer the question of the client, or does not know the answer, the client will be automatically connected with a live-agent and will talk to the agent in real time via web-chat.
Smooth integration of OXON contact center to Senukai task management and data systems
OXON contact center has the 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 had to be integrated into the OXON contact center and all of the information was shared smoothly between these four systems. This integration results in cost savings through increased productivity of company employees/agents
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. 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 this way Senukai is able to track all the common questions, problems and other arising issues. This OXON option enables the team of development to see all the main actions for building strong companies and customers’ relationships.
Clients data collecting
If a client connects Senukai contact center for the first time, the agent will see an empty tab. There an 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. After this all the agents will see the information about the client when he tries to connect Senukai contact center. It does not matter by 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.