United Kingdom

With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...

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The Works

  • Industry : Retail
  • Product : Eptica Customer Engagement Suite, Email Management
  • Country : United Kingdom

The Works receives over 180,000 emails every year...

With 300 stores across the UK and an expanding online business, The Works serves over 22.5 million people every year. The company stocks books, toys, gifts, stationery and arts & crafts at discount prices, and sells over one million products every week. Learn more...

Infographic | 2017 UK Insurance Customer Conversations Study

UK insurance customer service worsening, with 68% of queries left unanswered on digital channels

The State of UK Retail Customer Experience

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.

Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs

Chris Briggs – Head of customer Service Domestic & General

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Domestic & General

  • Industry : Insurance
  • Product : Eptica Customer Engagement Suite, Agent Knowledge Base
  • Country : United Kingdom

Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. Through its Fido knowledge management project, powered by Eptica, it has transformed customer service by centralising knowledge

Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs

Chris Briggs – Head of customer Service Domestic & General

Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. The company has transformed customer service by centralising knowledge, enabling its 1,400 agents to deliver faster, more consistent information to customers.

In the UK, Domestic & General’s customer service is delivered by 1,400 employees split between contact centres in Brighton, Nottingham and Bedworth. Ensuring these front line agents are able to provide excellent, efficient service to customers requires access to consistent and comprehensive information. This customer service information, which includes contact details for manufacturers and details of warranty plans, needs to be at the agent’s fingertips so they can respond quickly when on the phone.
Previously this information was stored in a paper based system. This meant that staff needed to manually search physical folders to find the answers to customer questions, slowing the pace of service, reducing consistency and lowering First Contact Resolution rates. Updating manuals was both time consuming and laborious – meaning that new information couldn’t be communicated quickly to staff. This paper-based approach also increased the training time needed to bring new staff up to speed.
Domestic & General realised it needed to change how it managed customer service information with a system that would allow knowledge to be centrally accessed and shared across the entire service operation.

Agent Knowlegde Base Benefits

Domestic and Genral improve her efficacity and communication with Eptica and :

  • 22%

    Reduce average call time

  • 55%

    reduce hold times

  • 20%

    to reduce in training time for an agent

UK Insurance Multichannel Customer Experience Study 2015

Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.

2017 UK Insurance Customer Conversations Study

20 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...

Insurance Digital CX Infographic

Insurers appear to be neglecting customer service on digital channels and are unable to answer over half of routine questions successfully, according to the latest Eptica Insurance Digital CX Study.

Eptica has been a great investment for us ; they have delivered exactly what they specified at the outset of the project. We’re a cost consciousorganisation and the project fitted into our price bracket, resulting in significant operational cost and service improvements

Karen Pownall – Call center Manager Britania Hotels

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Britannia Hotels

  • Industry : Travel & Leisure
  • Product : Eptica Customer Engagement Suite, Email Management, Fax-Letter-SMS
  • Country : United Kingdom

Britannia Hotels Group, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica Email and Fax processing technology to cut hotel reservation and customer service costs. Download Britannia Hotels Case Study

Eptica has been a great investment for us ; they have delivered exactly what they specified at the outset of the project. We’re a cost consciousorganisation and the project fitted into our price bracket, resulting in significant operational cost and service improvements

Karen Pownall – Call center Manager Britania Hotels

Britannia Hotels Group, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica’s advanced software to automatically convert fax hotel bookings into inbound emails for faster, more accurate processing. Eptica, which was rolled out across 33 hotels in December, resulted in a 16% increase in productivity within 3 months and enabled Britannia Hotels to cut the cost of operating its reservation administration.
The Eptica Email Management™system combines a dynamic customer service knowledge-base and advanced semantic search technology with flexible and fully customisable workflow for managing all customer email interaction.
The Eptica Fax-Letter-SMS module automatically reads and converts faxed hotel bookings into emails and then prioritises them in the reservation system’s email queue according to the guest’s arrival date. Guests arriving at Britannia hotels, regardless of whether they made their booking 10 months or 10 minutes prior to arrival, can be assured that their reservation has been processed. The time taken to process approximately 2,000 daily bookings has been reduced from 3 to 2.5 minutes per reservation.

 

 

Eptica Fax-Letter-SMS

Efficiently manage fax, letter and SMS customer contacts

Carole Nash

Carole Nash is committed to meeting customer needs and wanted a faster, more efficient way of delivering customer service that maximised staff time and made the quotation process straightforward yet compliant...

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