With eGain Mail, Quixtar manages inbound and outbound email through its Customer Support area more efficiently.
eGain Mail works with Quixtar's use of Amdocs ClarifyCRM customer relationship management software to provide Quixtar Customer Care Associates (CCA) an integrated view of each customer's interactions with Quixtar. When Quixtar launched its improved website in 2004, web traffic increased, resulting in a spike in emails to Customer Support. Quixtar was able to handle the increased demand and cut response times through rule-based routing and resolution processes, modeled with eGain's workflow engine.
In other words, eGain Mail sorts emails received by Quixtar Customer Support and routes them to the CCAs, who can respond most efficiently based on email topic and each CCA's email and call queue. eGain Mail's web architecture also enables CCAs to access their system from work or home. Quixtar expects to be able to handle a further 50% increase in email traffic without increasing overall service costs.
"Over 70 percent of our sales of more than $1 billion come through the web channel. It is absolutely essential for us to be very responsive to IBOs via email," said Heather Anderson, Chief Information Officer at Quixtar. "eGain provides an out-of-the-box solution with all the necessary tools for us to integrate all our customer contacts. The simplicity and comprehensiveness of their system has enabled us to deploy it rapidly, while leveraging our existing call center infrastructure."
"The retail sector continues to experience explosive growth in customer and partner interactions through electronic channels. Moreover, many of these interactions span multiple touch points, requiring businesses to implement multichannel interaction hubs that deal with both email and phone inquiries," said Ashu Roy, CEO of eGain. "We are pleased to help Quixtar not only handle the increased service volume but also provide effective multichannel customer service."
*Source: 2005 ForresterWave report on eService and 2005 Patricia Seybold Group's bull's eye reports on cross-channel, cross-lifecycle customer service - overall capabilities, knowledge management, architecture and analytics
**Source: Rankings on ERMS in 2004 Forrester TechRankings on eService
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