Case Studies : Infinity Drives Insight, Efficiency and New Business Gains for Customer Management Outsourcer, Webhelp
Webhelp, a UK outsourcer, is focused on engineering the customer experience it delivers for clients based on data-driven insight. Today it's using the Infinity Platform - a combined agent desktop and workflow engine - not just to manage customer interactions efficiently, but to capture data from those interactions to fuel insight and transformational thinking.
"When we first met Infinity we were looking for a unifed agent desktop that would allow us to compete effectively on bids where the client wanted us to provide customer-facing technology," says Webhelp's Client Solutions Director, David Pattman. "What we found was much more. We found a technology that woudl become a single point of capture for the data we need to support insight. Infinity is now an integral part of a highly differentiated offer that's enabling us to win business in a crowded market." The Infinity Platform has strengthened Webhelp's ability to win new business and has delivered an efficiency gain of 20% in operation.
From Showcase to Business Win
Recognising Infinity's potential to support its differentiated market position, Webhelp set about incorporating it into its showcase that demonstrates 'the art of the possible' for new clients. In the meantime a new business opportunity presented itself to Webhelp for which Infinity's capabilities were an ideal match. A big UK insurer was restructuing its business and looking for a partner that could help it build an intelligent customer sales and service operation in which sales activities are driven by insight derived from a detailed analysis of customer behaviour. This presented a perfect fit for Webhelp's insight-focused capability. The client brought no technology with it beyond its policy administrtion engine. Webhelp was able to include, within its outsourced solution, a fully integrated technology infrastructure which, with the Infinity Platform at its heart, woudl be able to unify and capture policy and customer interaction data to deliver insight.
Infinity supported Webhelp's successful bid and moved quickly to implement in line with Webhelp's requirement to ramp up quickly. "The benefits of having a single source of data was immediately apparent," says Pattman. "Almost from the outset we've been able to identify buying trends and develop powerful cross and upsell recommendations for our client."
As well as supplying the business information that fuels insight, Infinity provides real time management information that supports the drive for efficiency and effectiveness that is essential for Webhelp's clients. The wellspring of that efficiency is the Infinity Agent Desktop, which gives Webhelp's agents access to everything they need to complete an interaction without changing screens or loading multiple applications. "Like most outsourcers we have multiple technologies, often provided by our clients, that support a range of agent assisted channels," says Pattman. "We're now able to integrate them at the agent desktop. Infinity is more than just a technology, its an integral part of our offer to clients and how we deliver for them."
Using Infinity's workflow engine to design and build ideal customer interactions, and then delivering them through an easy-to-use agent desktop, is driving efficiency gains of up to 20% for Webhelp. It's also ensuring compliance with the quality standards its clients demand and the legal requirements so many face. "Our insurance operation's client has extremely robust and stringent compliance requirements which, thanks to Infinity, we can confidently meet and exceed," says Pattman. "Using Infinity, we can build the customer experience with compliance and quality in mind, with colour coded instructions reminding agents what they must say, check and record."
The clarity of the agent desktop has reduced the time it takes for agents to achieve full productivity. "Getting to competence quickly has obvious benefts for our business," says Pattman. "And, as Infinity is deployed across more of our client programmes, it also helps our teams to be more flexible." Though highly personalised to each client, the desktop has a consistent underlying structure, which means agents and team leaders can assimilate new programmes with ease."
Webhelp's account manager, Stuart Bidwell, has worked with Webhelp throughout the deployment of the Infinity Platform. "Webhelp is far ahead of the game when it comes to refining the customer experience through insight; but it also has a keen appreciation for the hard work that gets done at the agent level. With Infinity supporting agent and analyst teams, Webhelp is enhancing both day to day delivery and its ability to drive future change."
Infinity is now a Webhelp partner of choice, not just because of the technology solution it provides, but because of its wilingness to support its new business drive and its ability to deploy rapidly and integrate to a wide array of systems. "Infintity works with us to create compelling propositions that are helping us win new busienss from clients that want to make a step change in customer management performance," says Pattman
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Published: Wednesday, October 21, 2015