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This case study explores how Oration has helped Panasonic Australia simplify the complexities of customer segments and experience number of benefits as a result.
Many brands are part of a network of different departments and companies which collaborate to offer products and continuing support to both businesses and consumers – and it’s unlikely that customers will always know how operations are structured and which team is best to contact for help. Consequently, contact centres receiving calls from customers that can only be serviced externally by partners in their network or other teams. Manually redirecting high volumes of unserviceable calls and capturing extensive customer details can waiting times among callers who have serviceable queries.
THE CLIENT
Founded in Osaka, Japan in 1918, Panasonic is a major consumer electronics manufacturer, specialising in air-conditioning, audiovisual, home appliances, entertainment, cameras and power tools. Panasonic also offers an extensive range of B2B and automotive solutions.
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THE CHALLENGE
Panasonic Australia working with Probe Group had identified some improvement opportunities in their contact centre in which to better handle consumer product queries. Average Handling Times were elevated by agents capturing Salesforce case numbers and model numbers, agents received calls from customers seeking spare parts where they would spend time relaying spare part distributor contact details to customers. Agents also were receiving and transferring many calls related to business products because callers incorrectly selected ‘consumer products’ from dual tone multifrequency (DTMF) IVR menu options.
THE SOLUTION
Expanding the host agent desktop, Genesys Cloud, Oration asks callers what they’re calling about upfront, so Oration can direct callers appropriately between the ‘business products’ and ‘consumer products’ teams while re-routing calls to the correct external partners. Oration reduces AHT by transcribing caller intent verbatim and using automated information capture. Meanwhile, its channel shift feature has proven successful in maintaining operations during a major power outage.
EXTERNAL CALL RE-ROUTING.
By understanding caller intent, using Oration’s speech recognition technology, Oration ensures unserviceable calls relating to spare parts are transferred to the correct external contact centre, before they reach agents.
INTELLIGENT CALL ROUTING.
Callers don’t have to make choices themselves – by knowing the nature of a call through natural language, Oration correctly directs callers to business and consumer product divisions first time.
AUTOMATED INFORMATION CAPTURE.
Oration captures and records Salesforce case numbers and product model numbers, saving agents significant time on the phone.
DYNAMIC TARGETED BANNERS AND DIGITAL CHANNEL SHIFT.
During unforeseen events dynamic targeted banners can offer the flexibility of channel shifting. For example, via a SMS link or webchat session so that service can continue through an outage.
SELF-SERVE SURVEYS.
Oration also surveys customers post-call by asking for their rating, and transcribing verbatim, their score and rationale, so the customer experience can be continually improved.THE RESULTS
Call volumes have been reduced by 25% because all spare parts queries are routed to external distributors while business products queries are directed to the right team.
Average Handling Times have been reduced by 17% because of Oration’s automated information capture features, and targeted banners which politely re-route certain calls.
Contact centre operation costs fell by 25% in the months after Oration was implemented.
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