Hotels.com
Hotels.com, the world’s most visited hotel booking site needed a robust multi –language email system that would enable them to monitor real-time activity globally
Eptica results:
Eptica was deployed in 9 languages
It is used by Hotels.com’s outsourced, multi-lingual contact centres to manage enquiries from 32 global websites
The solution has improved efficiency and response times
TUI
Requirement to manage online communication through contact centres and a network of 217 branches
Difficulties with tracking and reporting on email interactions and maintaining service levels
Eptica results:
Customer service agent productivity increased 50%
90% of email enquiries now resolved same day
Detailed insight gained into customer behaviour
La Redoute
Part of the Redcats Group, number 3 worldwide in home shopping
Dealing with thousands of online contacts every day
Eptica results:
Eptica built online self–service customer portal
Increased agent productivity by 40%
Reduced post sales contacts by 30%
Confused.com
The UK’s leading Insurance aggregator, handling around 13 million quotation searches and rising
Needed a robust and easy to use and FSA compliant email system providing complete visibility of all enquiries
Eptica results:
Advanced semantic processing and knowledgebase system to manage email enquiries and improve quality and efficiency of replies
Repeat emails reduced by 25%
Email handling time reduced by 60%
South East Water
New billing literature, which featured a customer service email address
prominently on the front of customer bills, caused in-bound email traffic to rise five-fold
South East Water couldn’t cope with the sudden increase using their existing email system. It would also be impossible for South East Water to sustain their Ofwat response targets
Eptica results:
Improved levels of service by means of speedier and more proficient responses has enabled South East Water to meet industry standard response times and increase agent productivity by 9.7%
Opodo
Online channel proving to be the fastest growth area for contact centre
Email volumes exceeding 8,000 per day
Existing system not able to cope or provide management and reporting to the level required
Eptica results:
Eptica deployed into live environment within 12 weeks
Multiple brands handled through a single system
Routing, email reply content and branded email templates selected automatically
Significant benefits to customer service and productivity within 3 months
Eptica provides multi-channel customer interaction solutions for more than 200 customers and is ranked on the 2007 Deloitte Technology Fast500
