Neopost

Delivering a Customer Service Centre that improves customer satisfaction, reduces cost-to-serve, achieves greater customer insight and increases cross selling opportunities.

 

 

About Neopost

Neopost is the fastest growing supplier of mailroom, document & logistics solutions,with more than 800,000 customers worldwide covering all market sectors. Neopost is the number 1 supplier in the UK and Europe. With a direct presence in 18 countries, ,500 employees, and a turnover approaching 1 billion euros, Neopost has enjoyed increasing growth and rising margins. Neopost serves the UK market from its headquarters in Romford and eight further branch offices, employing approximately 600 people in all and 100 within its customer service centre. Over the past ten years, turnover has doubled to nearly £100 million.

The solution

The key aim was to reduce call volume and improve customer service using technology to leverage CRM and integrating telephony.

Neopost also wanted to address some key issues such as:

  • Reducing incoming call volumes by pushing customers to self service via the web or a voice portal
  • Improving customer contact reporting,forecasting and scheduling
  • Achieving deeper insights into customer contact and behaviour that would inform improvements in process efficiency and overall customer service
  • performance
  • Updating the telephony platform to a more stable technology and introduce multi-channel contact centre capability
  • Integrating telephony with CRM to provide screen popping to enhance customer experience.

The overall solution covered IP telephony and LAN, multimedia contact centre, speech recognition-based IVR, blended outbound dialler and call recording. In future phases, other elements of workforce optimisation such as WFM, Speech Analytics and customer surveys will be deployed.

Benefits

  • Progressive dialling introduced with no impact on agent attrition; generated £210k in first year savings
  • Self service has reduced call volumes by 28%
  • 200 credit card payments/day are fully automated
  • 82% caller success rate through IVR
  • ID&V application has saved 12 x FTE or c.£260k/year
  • WFM has directly contributed 7% productivity gain.
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