Mobal selects Eptica's solution to manage online enquiries at international customer contact centre

International mobile communications company Mobal has selected Eptica’s Email Management solution to manage all in-bound customer email enquiries and Eptica Self-service to allow customers to access a structured knowledge base of FAQs. The solutions will also provide Mobal with an automated real-time reporting facility on agent activity.

Mobal operates from their head office in the UK but serves the US market providing a straightforward international mobile phone service to US travellers. Many US mobile phones do not work outside of the country zone and Mobal provides mobile phone solutions to customers such as; corporate organisations, holidaymakers, celebrities and entertainers who would like the use of a mobile phone without paying roaming or monthly fees. The UK customer contact centre handles all in-bound customer enquiries, post and pre-sale, over email and telephone. Enquiries usually cover technical, billing or support questions.

Mobal already receive a high volume of emails and anticipate a significant increase in volume through business development. Many of the in-bound email enquiries are repeat questions based around FAQs, but Mobal's current method of processing emails provides limited functionality only allowing agents to store a nominal amount of response templates, making the process complex, time consuming, and non-standardised.

With this in mind, Mobal set about searching for a solution to manage online customer service enquiries and set up web self-service. Mobal reviewed several companies during the search, finally selecting Eptica Email Management and Eptica SelfService based on their rich product functionality and Eptica's understanding of the company's specific requirements and expectations.

Georgia Thompson is the customer service project manager at Mobal: “Our business has grown considerably in the last 12 months and the level of enquiries we receive has grown too. We discovered that many of our in-bound telephone enquiries were the result of customers not being able to find relevant information on our website in the first instance. It was therefore essential that we had a strong knowledge base to allow our customers to access information for themselves online.” {She continues:} “We required an automated email management tool not only to save us valuable agent time, but to ensure our customers receive the same consistent level of service whether they contact us via the web or telephone.”

Mobal expect Eptica Email Management and SelfService to deliver the following benefits once fully implemented:

• A reduction in call levels and a rise in the web self-service function - Reduction in telephone queue abandonment
• Fast and tailored responses due to complete visibility to customer history
• Intelligent FAQs
• Standardisation of customer service levels throughout the company
• Saving of valuable agent time with suggested email templates, allowing agents to spend more time dealing with complex enquiries
• Easier training/monitoring of new members of staff
• Automated reporting on agent activity

Thompson said of Mobal's relationship with Eptica: “Eptica has really exceeded our expectations by deploying the email management part of the solution ahead of schedule and by offering us extensive support during a time when many of our contact centre staff are taking annual leave. They are a great team to work with.”

Paul Barnes, Managing Director of Eptica UK, commented: “Mobal has a unique product offering that its customers depend on and needs to provide a level of customer service to reflect this. We are delighted to be able to help Mobal achieve customer service excellence through email management and web self-service.”

About Mobal World Phones

Mobal World Phones was founded in the UK during the mid-1980s; its aim - to provide travellers with a straightforward international cell phone service that was high on convenience and value for money. Two decades later Mobal has grown in size, status and services. Today, Mobal is a world leader in telecommunications with operations in Europe, North America and Asia Pacific. This established global presence means that Mobal is able to keep pace with the constant changes in the cellular industry, and introduce new services such as the Mobal GSM World Phone.

About Eptica

Eptica is a leading provider of online customer service software. Eptica solutions enable all aspects of online customer interactions to be managed more effectively, providing an enhanced experience for customers and a more efficient, flexible and powerful solution for the organisation. Eptica software comprises a number of modules with capabilities such as:

• Web self-service; enabling customers to get fast answers through FAQs and searchable knowledge bases
• Email management; automating simple responses and increasing agent effectiveness with the more complex
• Live interaction; enabling real time communication through a website

Eptica's software modules integrate seamlessly to create a unique self-learning effect where improvements made in one module ripple throughout all aspects of the online customer service solution. Eptica has over 150 clients in many sectors such as:

• Financial Services: ING Direct, Barclays Bank, Société Générale
• Public Sector: Brent Council
• Retail: La Redoute, IKEA, Carrefour
• Travel & Tourism: TUI, Opodo
• Utilities & Manufacturing: Renault, Mobal, Total, Gaz de France

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