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nGenera CIM Customers
We are dedicated to serving our customers around the world
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Nationwide's specialty insurance customers were having difficulty finding answers to their inquiries and abandoning the Web site. As a result they were losing prospective customers—both independent consumers as well as insurance agents—to competitors.
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 ROICaptured 30-40% of previously abandoning customers
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Epson wanted to build competitive advantage through first rate customer service and sought a multi channel customer communication system to facilitate this service.
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ROIIncreased productivity by 30% and reduced costs by 38%
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As the customer base grows, support volume increases. Sharp found it increasingly challenging to scale quickly while providing excellent customer support experience.
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ROIPhone call volume decreased by 15% within the first month. Sharp is projecting a 50% reduction over the next 12 months
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New Egg wanted to improve customer services by increasing productivity.
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ROIDecreased average call time by 5% saving thousands of dollars per month. |
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Betsson's customer numbers were increasing rapidly, the company need was to move more support online and embrace new communication channels to improve the customer experience and drive efficiencies into its call centre operation.
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ROI40% reduction in phone inquiries and a 30% increase in agent productivity using the nGen CIM Suite of Email, Chat and Self-service channels. |
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The British Army needed to increase the efficiency of their highly experienced but small team of online career officers.
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ROI60% of phone inquiries routed to email and chat. |
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P&O Ferries customer service agents receiving 7,000 emails struggled to respond rapidly, accurately, and personally.
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ROI50% reduction in email handling time, response times reduced by 60%, and managed 40% more volume without increasing headcount. |
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Yarra Valley Water needed to provide fast and efficient answers to customers while reducing the volume of incoming calls handled by the support center.
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ROIDecreased customer handling costs by reducing incoming phone calls by 11.2%. |
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O2 needed to enable its agents and store staff to quickly search for and find accurate answers to customer queries. They were handling 3M+ calls per month as well as face-to-face enquiries. With up to 40,000 pieces of information to communicate to customers, O2 employees were struggling to respond to queries quickly and accurately.
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ROIO2 consolidated the pieces of information in their KB by 50%, ensuring improved agent efficiency. |
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To service Premier Networks large customer base using streaming required real time 24x7 support resources.
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ROIWithin 30 days of external KB implementation, customer email inquiries decreased by 40%. |
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Southern Cross needed to centralize information on internal corporate processes to allow employees to better serve their 800,000 members.
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ROIEfficient search of centralized information to imporve employees abilities to repsond to customer queries. |
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Teleflora needed to provide efficient information repository for support agents to both access and upload information on resolving common customer problems.
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ROIReduced average call handling time to 30 seconds. Seasonal help desk agents can be trained more quickly. |
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Tupperware's new web portal required technology-inexperienced sales team to move from a phone sales environment to a Web Portal with the goal of generating additional business with existing customers and qualified leads
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ROIIncreased the number of repeat buyers by 300%. Within 22 days of implementation, received the highest customer satisfaction rating from BizRate of 9.5--one full point higher than industry-leading Land's End. |
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