http://www.eptica.com/ Description" content="Multi-channel customer interaction solutions: Email Response Management (including fax and letter integration), Web Self-service, Secure Email, SMS, Chat and Customer Service Knowledge Base are available to you as separate applications, or seamlessly integrated to create an end-to-end improved customer experience from your Web site to customer service advisor. Improve your customer experience while reducing costs. Visit Eptica.com. en SPIP - www.spip.net http://www.eptica.co.uk/Case-Studies,2173.html http://www.eptica.co.uk/Case-Studies,2173.html 2009-02-24T19:11:36Z text/html en webmaster 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 (...) - <a href="http://www.eptica.co.uk/-Case-Studies-.html" rel="directory">Case Studies</a> <div class='rss_texte'><p><span class='spip_document_200 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2112.gif' width='110' height='65' alt="" style='height:65px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>Hotels.com</strong><br /> 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</p> <p><strong>Eptica results:</strong> <br /> Eptica was deployed in 9 languages<br /> It is used by Hotels.com's outsourced, multi-lingual contact centres to manage enquiries from 32 global websites<br /> The solution has improved efficiency and response times</p> <hr> <p><span class='spip_document_201 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2113.gif' width='110' height='53' alt="" style='height:53px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>TUI</strong><br /> Requirement to manage online communication through contact centres and a network of 217 branches<br /> Difficulties with tracking and reporting on email interactions and maintaining service levels</p> <p><strong>Eptica results:</strong> <br /> Customer service agent productivity increased 50%<br /> 90% of email enquiries now resolved same day<br /> Detailed insight gained into customer behaviour</p> <hr> <p><span class='spip_document_202 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2111.gif' width='110' height='46' alt="" style='height:46px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>La Redoute</strong><br /> Part of the Redcats Group, number 3 worldwide in home shopping<br /> Dealing with thousands of online contacts every day</p> <p><strong>Eptica results:</strong> <br /> Eptica built online self–service customer portal<br /> Increased agent productivity by 40% <br /> Reduced post sales contacts by 30%</p> <hr> <p><span class='spip_document_203 spip_documents spip_documents_left' style='float:left; width:129px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2110-bcee7.gif' width='129' height='45' alt="" style='height:45px;width:129px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>Confused.com</strong><br /> The UK's leading Insurance aggregator, handling around 13 million quotation searches and rising<br /> Needed a robust and easy to use and FSA compliant email system providing complete visibility of all enquiries</p> <p><strong>Eptica results:</strong> <br /> Advanced semantic processing and knowledgebase system to manage email enquiries and improve quality and efficiency of replies<br /> Repeat emails reduced by 25%<br /> Email handling time reduced by 60%</p> <hr> <p><span class='spip_document_204 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2109-b6a2a.gif' width='110' height='44' alt="" style='height:44px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>South East Water</strong><br /> New billing literature, which featured a customer service email address <br />prominently on the front of customer bills, caused in-bound email traffic to rise five-fold<br /> 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</p> <p><strong>Eptica results:</strong> <br /> 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%</p> <hr> <p><span class='spip_document_205 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/arton2108-85045.gif' width='110' height='65' alt="" style='height:65px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>Opodo</strong><br /> Online channel proving to be the fastest growth area for contact centre Email volumes exceeding 8,000 per day<br /> Existing system not able to cope or provide management and reporting to the level required</p> <p><strong>Eptica results</strong>:<br /> Eptica deployed into live environment within 12 weeks<br /> Multiple brands handled through a single system<br /> Routing, email reply content and branded email templates selected automatically<br /> Significant benefits to customer service and productivity within 3 months</p> <hr> <p><span class='spip_document_969 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/Republic-Logo.gif' width='110' height='56' alt="" style='height:56px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>Republic</strong><br /> 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</p> <p><strong>Eptica results:</strong> <br /> Republic dealt with their biggest ever Christmas customer service spike without creating a backlog<br /> Email deflection rate via Eptica Self-service: 93% - only 6.7% of customers using self-service escalate to email<br /> First contact resolution has increased to 90% through its email channel<br /> Agents actively improve online self-service by highlighting the questions that create inbound demand<br /> New agents' training time reduced by 50%</p> <hr> <p><span class='spip_document_968 spip_documents spip_documents_left' style='float:left; width:110px;' > <img src='http://www.eptica.co.uk/IMG/gif/Fortis-Logo.gif' width='110' height='27' alt="" style='height:27px;width:110px;' /></span><br /> <br /> <br /> <br /></p> <p><strong>Fortis</strong><br /> Fortis selected Eptica's self-learning Email Management technology to improve online service and the efficiency of its customer and partner communication</p> <p><strong>Eptica results:</strong> <br /> 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 <br /> Improved management of customer contact and staff workload has significantly reduced service costs <br /> 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 <br /></p> <p>Eptica provides multi-channel customer interaction solutions for more than 200 customers and is ranked on the <strong>2007 Deloitte Technology Fast500</strong></p></div>