Eir is the largest integrated telecommunications provider in Ireland. With around half the Irish fixed line telephony market, Eir also offers fibre broadband and mobile services through eMobile and Meteor and recently launched its eVision TV service with 100 channels.
“The evolution from being state-owned to quadruple-play market leader had left us with different call centre technologies,” says John Lush, Head of Customer Experience & Self Service. “Plus, our legacy IVR system had become unwieldy with customers waiting ages, while menu changes were cumbersome and expensive.”
To improve customer service, Eir sought to consolidate its call centres. Following this, the first step to improving the customer journey was a Genesys IVR driven by a SpeechStorm business application server, with contextual awareness to auto-adjust customer options. This was important in clearing the self-service clutter, but it needed integrating with the CRM system — and inbound and outbound voice and email had to be brought together.
This was important in clearing the self-service clutter, but it needed integrating with the CRM system — and inbound and outbound voice and email had to be brought together.
“We wanted to be sure all channels, for all brands, would work smoothly as one orchestrated whole,” Lush adds.
To ensure that customers would get through to the right agent to handle an inquiry right first time, Eir adopted the Genesys Customer Experience Platform. This had to associate the IVR call seamlessly with CRM data, use this to personalise the customer experience and relay that by a pop-up on the agent’s screen.
Genesys has enabled a shared routing strategy that extends right across all contact centre channels. “The gain in speed and personalisation we’ve experienced has made a real difference to our customers’ perception of our responsiveness to their needs,” says Lush.
Other benefits are apparent. For example, the company’s marketing has been transformed to cope with multiple new service launches through an outbound calling platform. Genesys has also given Eir the flexibility to switch agents according to fluctuating business priorities.
Another benefit has accrued from the integration of the email channel. Supervisors used to sit there all day scrutinizing incoming emails and assigning them to agents. The estimated management staff saving from eliminating this manual task is around 20 percent.
“The gain in speed and personalisation we’ve experienced has made a real difference to our customers’ perception of our responsiveness to their needs.”
John Lush, Head of Customer Experience & Self Service, Eir
Cost and time inefficiencies.
To improve customer experience and NPS.
Consolidation of contact centres.
Integration of the legacy environment.
Chat (chatbot and web chat) added personalisation.
Cost savings from new self-service functionality.
Reduction of enquiry handling costs with email integration.
Improved customer experience and NPS.