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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