With its outlets generating 18,000 queries a week about a vast
range of products and services, Consignia wanted quick solutions -
so it bought CRM, Liz Warren asks why.
When Consignia (as the Post Office has renamed itself) began
rolling out a £1bn automation project to its 18,000 post offices in
the UK, its IT team recognised it also needed to overhaul the
infrastructure supporting Consignia staff so they could access the
latest information on procedures relating to the 170 or so
different products and services the organisation supplies.
With assistance from consultancy Tertio, Consignia implemented a
helpline-based solution which connects its staff to one of two call
centres where some 370 agents have access to a regularly updated
database of operational information controlled by Consignia's
customer management team.
The 18,000 calls the two centres receive each week are managed
through a CRM system based on software from Remedy - which controls
all interactions and workflows with callers - linked to a
Web-enabled knowledge management solution from Broadbase.
"The system delivers an impressive 75% first-time resolution rate
of customer queries across an incredibly wide range of subjects,"
says Jeremy Edwards, head of service development at Consignia.
"Quite simply it has revolutionised the way we deal with customer
support."
New or complex queries that can't be resolved immediately are
passed to a second line of advisers or to specialist
problem-solvers. Once queries have been researched and resolved,
they are added to the knowledge base. Consignia can also analyse
incidents to eradicate the root cause of problems and drive down
running costs still further.
The Bottom Line: 75% of queries resolved on first call
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