Revenue.io Case Studies Online Retail Giant Triples Call Handling Capability with Revenue.io

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	Online Retail Giant Triples Call Handling Capability with Revenue.io Revenue.io

Online Retail Giant Triples Call Handling Capability with Revenue.io

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	With the implementation of Revenue.io, the company has seen significant improvements in its operations. Agents are now able to work securely and productively regardless of their location. There has been a noticeable improvement in call quality across the board when compared to their legacy system. The system also automates processes like dialing, leaving voicemails, creating new cases, and logging activities in Salesforce, saving agents a significant amount of time. The platform's real-time conversation intelligence and call guidance have empowered agents to resolve customer issues more quickly and effectively during calls. Managers are now able to optimize workforce management and planning, thanks to the insights provided by the call center dashboards.

Impact #1

With the implementation of Revenue.io, the company has seen significant improvements in its operations. Agents are now able to work securely and productively regardless of their location. There has been a noticeable improvement in call quality across the board when compared to their legacy system. The system also automates processes like dialing, leaving voicemails, creating new cases, and logging activities in Salesforce, saving agents a significant amount of time. The platform's real-time conversation intelligence and call guidance have empowered agents to resolve customer issues more quickly and effectively during calls. Managers are now able to optimize workforce management and planning, thanks to the insights provided by the call center dashboards.

Benefit #1	Tripled the number of calls handled per day from the same number of agents and consultants
Benefit #2	Saved over 11,000 hours in the first 12 months due to process optimization and automation
Benefit #3	Real-time reporting dashboards improved workforce alignment to inbound call volume

Benefit #1

Tripled the number of calls handled per day from the same number of agents and consultants

Benefit #2

Saved over 11,000 hours in the first 12 months due to process optimization and automation

Benefit #3

Real-time reporting dashboards improved workforce alignment to inbound call volume

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Overview

Online Retail Giant Triples Call Handling Capability with Revenue.io

Operational Impact

Quantitative Benefit