2. Case Studies

webmaster — 2009-02-24T19:19:15Z

Hotels.com
Hotels.com, the world's most visited hotel booking site needed a robust multi –language email system that would enable them to monitor real-time activity globally

Eptica results:
Eptica was deployed in 9 languages
It is used by Hotels.com's outsourced, multi-lingual contact centres to manage enquiries from 32 global websites
The solution has improved efficiency and response times

TUI
Requirement to manage online communication through contact centres and a network of 217 branches
Difficulties with tracking and reporting on email interactions and maintaining service levels

Eptica results:
Customer service agent productivity increased 50%
90% of email enquiries now resolved same day
Detailed insight gained into customer behaviour

La Redoute
Part of the Redcats Group, number 3 worldwide in home shopping
Dealing with thousands of online contacts every day

Eptica results:
Eptica built online self–service customer portal
Increased agent productivity by 40%
Reduced post sales contacts by 30%

Confused.com
The UK's leading Insurance aggregator, handling around 13 million quotation searches and rising
Needed a robust and easy to use and FSA compliant email system providing complete visibility of all enquiries

Eptica results:
Advanced semantic processing and knowledgebase system to manage email enquiries and improve quality and efficiency of replies
Repeat emails reduced by 25%
Email handling time reduced by 60%

South East Water
New billing literature, which featured a customer service email address
prominently on the front of customer bills, caused in-bound email traffic to rise five-fold
South East Water couldn't cope with the sudden increase using their existing email system. It would also be impossible for South East Water to sustain their Ofwat response targets

Eptica results:
Improved levels of service by means of speedier and more proficient responses has enabled South East Water to meet industry standard response times and increase agent productivity by 9.7%

Opodo
Online channel proving to be the fastest growth area for contact centre Email volumes exceeding 8,000 per day
Existing system not able to cope or provide management and reporting to the level required

Eptica results:
Eptica deployed into live environment within 12 weeks
Multiple brands handled through a single system
Routing, email reply content and branded email templates selected automatically
Significant benefits to customer service and productivity within 3 months

Republic
Republic sought to implement a specialist customer self-service and email management system to reduce inbound contact, increase efficiency and maximise the knowledge available to customers during each first contact

Eptica results:
Republic dealt with their biggest ever Christmas customer service spike without creating a backlog
Email deflection rate via Eptica Self-service: 93% - only 6.7% of customers using self-service escalate to email
First contact resolution has increased to 90% through its email channel
Agents actively improve online self-service by highlighting the questions that create inbound demand
New agents' training time reduced by 50%

Fortis
Fortis selected Eptica's self-learning Email Management technology to improve online service and the efficiency of its customer and partner communication

Eptica results:
Customer enquiry handling time cut by 50% - enquiries which previously took Fortis up to 7 minutes to resolve by phone now take half this time by email
Improved management of customer contact and staff workload has significantly reduced service costs
The Eptica system uses agents' email responses to create a Web Self-service system to enable customers to answer their own questions on your website

Eptica provides multi-channel customer interaction solutions for more than 200 customers and is ranked on the 2009 Deloitte Technology Fast500

3. Awards

webmaster — 2009-02-23T23:36:39Z

Confused.com and Eptica shortlisted for Financial Sector Technology award, Best use of IT in Insurance:

Using online customer service technology from Eptica has enabled Confused.com, to manage a significant increase in transactions, drive down costs and increase the quality and speed of customer response. A 50 per cent increase in quotations has been achieved, raising the opportunities for profits as the site receives a fee for each completed transaction from its 100 insurance partners.

Eptica has once again been placed on the Deloitte Technology Fast 500 EMEA 2008, a ranking of the 500 fastest growing technology companies in EMEA. Rankings are based on percentage revenue growth over five years.

This is Eptica's second consecutive appearance in the Fast 500 and shows Eptica as one of only two software companies in the Multichannel and Online Customer Interaction category. Eptica is regarded as demonstrating continuous growth and European dimension, growing by more than 440 percent during this period.

Deloitte Eptica ranked on the 2007 Deloitte Technology Fast 500 EMEA

1. Customers

webmaster — 2009-02-10T22:57:07Z

Customers

Eptica has a solution for every size of company. Yours will be aligned to meet the needs of your customers and solve your specific business challenges.

Welcome to Eptica Multi Channel Customer Service Software. Web Self-service, Email Response Management, Live Chat and Customer Service Knowledgebase.

2. Case Studies

3. Awards

1. Customers

Customers