Open the email channel
CONTEXT
- Overburdened call centres
- Desire to provide customers with the possibility of contacting the company by email
- Constant growth in customer queries
KEY FIGURES
800000
emails per year
10
skills areas (signing up, medical fees, quotes…)
Challenges
- Provide sufficient service quality by email so that customers prefer using this method
- Be able to handle strong growth in the number of emails while also limiting growth in teams
WHY OWI?
- Can be integrated into Outlook
- Solution can adapt to increases in volume
- Quickly implemented
PROJECT STAGES
Client chose SaaS mode
OWI.Mail, integrated into Outlook, used on a daily basis by advisors
Full launch after four months
BENEFITS
- Telephone calls fell: customers moved from telephone to email for their queries
- 100% of emails automatically categorized and routed to themed files
- 25% higher productivity for email with answer assistance
- Growth in personnel no longer correlates to growth in queries
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