Worth the price of admissionInfo Insight takes contact center efficiencies to new heights.

Case Study

Key Benefits • 85% improvement in achieving SLA response times • 65% of emails now handled on the same day • Increased agent productivity and customer satisfaction

One of those tools wasn’t meeting performance expectations, however.

The company’s existing email response system was often overwhelmed by the volume of consumer inquiries originating from 90 partner websites’ customer service pathways and via messages sent to Kodak Alaris’ customer service email account. In some cases, it took agents up to five days to manually review, route and assign, and prepare a response to an inquiry.

Compounding this challenge was the lack of downtime in the customer service business: The need for assistance is ongoing. Finding a new system that could be rolled out without disrupting contact center operations or missing service-level agreement (SLA)–dictated response times was crucial.

The Client: Kodak Alaris Event Imaging Solutions

• Digital souvenir photography services and solutions provider with 3,500 employees worldwide

• 90 partners (theme parks, iconic destinations and events) in 28 countries

• More than 500 retail sites and more than 225 million guests annually

• Four contact centers, in Durham, North Carolina; Orlando, Florida; Rochester, New York; and Hong Kong

• 52 contact center agents handle more than 20,000 guest inquiries each year

The Challenge

Customer loyalty is critical for the Event Imaging Solutions (EIS) division of Kodak Alaris—and highly dependent on the customer experience provided by its contact centers. To ensure guest satisfaction (and drive growth through new partnerships with other premier tourist attractions), EIS must provide outstanding customer service. That means giving its contact center agents the tools they need to respond to guest inquiries in a timely manner.

“We had to be able to manage our current volume of inquiries while also trying to get a new system up and running,” says EIS Technical Specialist Joseph Noble. “This system change also would be occurring at the start of a new season for our partners—one of our busiest times of the year. Phasing in the work across the sites would be key.” Requirements

• Identify a new email response solution that could be deployed gradually without compromising the customer service experience

• Implement a system that could handle the 20,000 interactions EIS contact centers currently manage each year but also scale to accommodate up to 50,000 annual inquiries as the company grows

• Simplify and expedite inquiry classification, routing and tracking to ensure SLA requirements are met

• Improve response-time efficiency

The Solution

The Kodak Alaris IT team began by analyzing the workflow in EIS contact centers to determine how to most

efficiently route email inquiries to agents and track response times. They spent several months investigating another solution Eastman Kodak Co. had been using before determining the technology “wasn’t a good match,” Noble says.

They then realized the best option was already in sight.

More than 50 contact centers worldwide already had overcome their email management challenges using Kodak Info Insight Platform. For EIS, “having an email response system that could distribute work across contact centers so agents can stay on top of their SLA times and deliver superior customer service was crucial,” Noble says.

“Having an email response system that could distribute work across contact centers so agents can stay on top of their SLA times and deliver superior customer service was crucial.”Joseph Noble, Technical Specialist, Kodak Alaris Event Imaging Solutions

© 2015 Kodak Alaris Inc. The Kodak trademark and trade dress are used under license from Eastman Kodak Company. 03/15

The solution the IT team implemented is based on Info Insight’s intelligent workflow and transaction management platform. Info Insight automatically classifies, understands, and extracts data from any text-based document and automates labor-intensive document-based processes. The Response Solution analyzes the text of incoming customer emails, suggests possible responses and routes inquiries to available agents for handling—without manual intervention.

Info Insight can be implemented as an on-premise or cloud-based solution. But in EIS’ case, “it’s more of a managed service than a true software as a service implementation,” says consultant David Glover, who worked with Noble and Kodak Alaris Software Program Manager Terry Novak to facilitate the transition. The Kodak Alaris IT team runs the EIS deployment within the company’s Microsoft Azure Virtual Machine environment.

Much of the solution’s functionality “came to us right out of the box,” Noble says. “But there was some customization, primarily of rules and reporting features. From start to finish, it took about 90 days to deploy.”

Info Insight is already having a noticeable impact on contact center operations and overall satisfaction of agents and guests.

The solution helps keep contact center staff motivated by automatically routing more complex inquiries to more experienced agents. This allows less skilled agents to focus on easier cases that can be addressed by one of the 200 configured auto responses for all of the venues that EIS contact centers serve. As agents gain skills and knowledge, they transition to more challenging cases. Info Insight also gives agents a 360-degree view of customers’ previous interactions with EIS, resulting in a more complete picture of their issues and a better overall customer experience.

What’s more, enhanced forecasting tools enable better resource allocation, as managers can shift workloads to ensure agents respond first to customers who have been waiting the longest.

And because Info Insight is an artificial intelligence-based solution, it gets smarter over time, learning from previous customer interactions and expert agent input to suggest better responses faster. “Info Insight’s logic

Contact center agents’ time spent on each case declined from an average of 8.2 minutes to 5.4 minutes within two months of deploying Info Insight.

is excellent,” Noble says. “The first or second response option offered to the agent is usually spot on.”

By streamlining the customer service experience, Info Insight also creates upsell opportunities for EIS partners: Guests are more satisfied—and tend to buy more—when they receive outstanding customer service.

Want to learn more? Call: 1-800-944-6171 www.kodakalaris.com/go/contactcenters

Kodak Alaris Inc. 2400 Mt. Read Blvd., Rochester, NY 14615 USA 1-800-944-6171

Kodak Alaris Operations Canada Inc. Mississauga, Ontario, Canada L5W 0A5 1-800-944-6171

Results

• 80 to 90% improvement in SLA response times

• Inquiry-to-response window reduced from up to five days (using the previous system) to fewer than three days with Info Insight

• 65% of customer emails now addressed on the same day they’re received

• Increased agent productivity and customer satisfaction