Multi-Channel CRM Overhaul to Enable Improved Customer Service and Operating Efficiencies
Company Overview:
This company is the global leader in life science laboratory products distribution.
Purpose:
With over 400,000 products and over 500,000 shipping customers, meeting this target service level with desired quality standards was overwhelming this company's contact centers.
Business Objectives:
- Improve contact center operational and financial performance.
- Increase service levels to customers.
The Solutions:
- Virtual contact center across multiple sites with intelligent call routing.
- New contact center agent desktop integrating data across multiple client business systems.
- Multi-channel enablement for voice calls and emails all routed to properly skilled agents.
- 24x7 support and monitoring including single point of contact for cross-vendor interfaces.
The Process:
- Customer service process redesign.
- Contact center architecture design including leverage of the existing telephony environment.
- Evaluation and remediation of the existing ACD configuration.
- Designed and built the new CTI desktop and other information systems.
- Improved human resource management and workforce optimization.
Results:
- Improved the customer experience, agent utilization and accuracy of reporting while providing a more readily maintainable environment.
- The client developed internal capacity and capability for more robust level 1 support.
- Overall uptime of the solution improved due to the breadth and depth of eLoyalty support skills, leveraging lessons learned from other clients, prior experience and vendor relationships.