Asia’s Largest Direct Marketer Improves Productivity by 40% With SAP Ui5 Interactive Center Solution
The unit handles 10000 calls per day. The undisputed leader in Water Puriﬁcations system and Vacuum cleaners operates a 300 Seater call center managed by people with special needs in collaboration with NASEOH (National Society for Equal Opportunities for the Handicapped).
Key Functions include:
- Customer complaints management
- Address customer concerns & technical questions
- Assigning of complaint to appropriate business partners
- Assist with returns and exchanges.
Escalating Everyday Issues
- Delay in issue/ticket resolution due to large volumes (300+) of registered complaints per day.
- Lack of call center automation and visibility of relevant customer data.
- Increased call waiting time due to long call durations.
- No automated access to customer account
- Cumbersome navigation through multiple screens for 20+ ﬁelds
- Inability to leverage cross-sell and upsell opportunities
- Incorrect tagging of complaints, couldn’t be assigned to Business Partners
- System did not provide 360° customer view
A Unique Proposition Leveraging SAP UI5
Quinnox built an efﬁcient interactive center solution using SAPUI5, which seamlessly integrates with SAP CRM system
- 360° view of customer including snapshot of interactions
- Intelligent Algorithms to identify calling customers
- Ability to Cross-sell and Upsell by swiftly switching between service, sales and marketing views
- Call center automation using IVR system for immediate complaint registration
- Auto-population of Data reduced processing time
- Single Screen Capture of all relevant information
- Automated Complaint Tagging with Business Partners
Happy Customers Increased CSAT !
- Provided a consistent experience to the customers and improved the overall CSAT score and revenue
- Increased call center productivity by 40%
- Improved Call Center Metrics by providing relevant information to the call center agents in a single screen
- Enhanced user adoption rates due to 360-Degree View of the Customer
- Correct tagging of complaints ensured Quicker Resolutions.