Online Retail Giant Triples Call Handling Capability with Revenue.io
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Education
Applicable Functions
- Quality Assurance
Use Cases
- Personnel Tracking & Monitoring
- Real-Time Location System (RTLS)
Services
- System Integration
- Training
About The Customer
The customer is an Australian online retailer that specializes in the furniture and homewares market. They are known for their world-class customer service and have experienced rapid growth and team expansion. The company operates in various locations, including on-premises, at home, and remote, both in Australia and offshore. They use a bespoke ERP and a customized Salesforce instance. The company is committed to maintaining a best-in-class customer experience and is always looking for ways to improve efficiency and productivity.
The Challenge
The case study revolves around an Australian online retailer specializing in furniture and homewares. The company, known for its world-class customer service, was facing challenges due to its rapid growth and expanding team. The need for a next-generation telephony system to support its top-notch customer experience became evident. The company sought a solution that could be rapidly deployed and scaled, support all working locations securely with high-quality calls, integrate seamlessly with existing systems, and be easily learned by agents and technical support teams. They also required a system that could improve efficiency by providing routing, automation, and real-time views of agent activities, customer sentiment, and call outcomes. The solution needed to provide leaders, managers, workforce planners, and trainers with useful tools, reports, and actionable insights, deliver recordings and transcripts in real-time for analysis and training, and keep the customer at the heart of its vision and future roadmap.
The Solution
The company chose Revenue.io as it met all their requirements, including ease of use and integration, a compelling commercial proposition, and the fastest time-to-value. Revenue.io now enables agents to stay connected with centralized data in Salesforce, saving them hours every day by automating necessary processes. The platform's real-time conversation intelligence and call guidance empower agents to resolve customer issues during calls more quickly and effectively. Managers can now optimize workforce management and planning, thanks to call center dashboards that deliver insight into agent availability, inbound call volumes, and other key performance indicators. Supervisor notifications also alert managers when there's an immediate coaching opportunity, empowering them to deliver critical feedback in the moments that matter. Following the initial implementation, getting new agents up and running is as simple as having them download a Chrome app.
Operational Impact
Quantitative Benefit
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