Customers

Dedicated to serving our customers around the world

Vertex experienced a steady decline in its metrics for knowledge creation and knowledge re-use with its current knowledge management (KM) solution. The company also planned to implement a web self-service channel that would enable its customers to search for answers without any agent assistance.

More than 2% call deflection in the first year, more than 90% search relevancy, significant cost savings with fewer escalations, and seamless integration with myVertex portal.

Relate UK, a national charity that is the largest provider of relationship counselling found it difficult to reach a certain segment of the population, who were reluctant to call in or travel to their centres for support. They needed a solution that would help them reach a wider demographic.

Above 90% customer satisfaction, delivered 44,482 live chats in less than three years, and gained a competitive advantage while bidding for national contacts.

ACN carried out all of its transactions via the phone which was proving to be very expensive. With a growing customer base, the company needed to expand its operations and efficiently cater to its customers, while slimming down costs.

16% call deflection, 12.5% reduction in costs, 7% increase in customer requests, and efficient workforce management

SLC’s advisors found it increasingly challenging to provide consistent answers to customers. Responding to customer queries was a tedious and time-consuming process as the vast amount of knowledge was unstructured and was being updated frequently.

Customer satisfaction scores higher than 80%, 24% of customer queries resolved via Knowledge Spaces, and consistent answers across multiple channels from every advisor

The Lebara Group has transformed the international calling market, making it easier for families to stay in touch with their loved ones back home.

Handling 300,000 calls per month, 15,000 emails, winner of 8 customer service awards, 85% resource utilization, and 20% reduced cost to serve.

Infusionsoft is growing aggressively. During this phase, the company wanted to break down organizational silos by encouraging inter-departmental communication, and preserve their core values and unique culture.

85% adoption rate within four months of implementation, 500 blogs posted, 2000 comments posted, 78,000 pages viewed, and 1,500 documents developed through employee collaboration.

Digital UK needed a solution to help them deliver key messages to agents and communicate with UK residents during the Digital Switchover programme.

95% of the customer inquiries resolved using Moxie's Knowledge Spaces. Average 80% customer interactions rated as Good or Excellent.

TEVA Pharmaceutical had delayed reporting of manufacturing issues and slow cross-departmental collaboration to resolve issues before they impacted customers.

Up to 50% reduction in the number of face-to-face meetings needed to resolve issues. 40% reduction in manufacturing cycle times.

Woodman of the World, investment products provider was consolidating the operations of three divisions into one and needed a solid knowledge management foundation for the more than 200 core operations associates working at its home office.

Process efficiencies led to 10% reduction in staffing; error rates dropped as much as 50% for certain categories of questions; and unacceptable call volume decreased by 76%.

Nationwide's specialty insurance customers were having difficulty finding answers to their inquiries and abandoning the Web site. As a result they were losing prospective customers—both independent consumers as well as insurance agents—to competitors.

Captured 30-40% of previously abandoning customers

Epson wanted to build competitive advantage through first rate customer service and sought a multi channel customer communication system to facilitate this service.

Increased productivity by 30% and reduced costs by 38%

The British Army needed to increase the efficiency of their highly experienced but small team of online career officers.

60% of phone inquiries routed to email and chat.

P&O Ferries customer service agents receiving 7,000 emails struggled to respond rapidly, accurately, and personally.

50% reduction in email handling time, response times reduced by 60%, and managed 40% more volume without increasing headcount.

Yarra Valley Water needed to provide fast and efficient answers to customers while reducing the volume of incoming calls handled by the support center.

Decreased customer handling costs by reducing incoming phone calls by 11.2%.

Southern Cross needed to centralize information on internal corporate processes to allow employees to better serve their 800,000 members.

Efficient search of centralized information to improve employees abilities to repsond to customer queries.