Webinar: How WWF-UK Improved Email Response Times by 1.5 Days in 3 Months

Webinar Agenda

• Introductions

• Presentation from Daniel Parker, Account Manager for World Wildlife Fund UK

• WWF-UK Background

• Why was a solution needed?

• What was needed to move forward?

• What was the solution?

• Business Impact

• Product Roadmap

• Questions & Answers

• Comments & Wrap Up

Introductions

Host: Iain Swanston – Sales & Customer Service Expert

Presenter: Daniel Parker – Account Manager for World

Wildlife Fund UK

Technical Specialist: David Lough - Product Manager at Logicalware

How WWF-UK Improved Email Response Times by 1.5 Days in 3 Months

BACKGROUND

• WWF-UK: A global conservation organization working in over 100 countries

• Founded 1961, The UK organization was first WWF

• 300 staff

• 700,000 active supporters.

• Customer support based in Woking

• 50 Agents working 24/7 days on Customer Service processing on average 3,000 customer contacts per week with a seasonal peak at Christmas of 50,000

Why did WWF need a solution?

• Growing number of web enquiries

• All emails in one queue and manually allocated to agents

• All emails treated equally, no ability to prioritise without reading emails first

• High volume of staff handling enquiries

• Lack of ability to monitor responses, or view agent performance

• One enquiry could have multiple responses as all staff had access to one mailbox

• Growing response times

• No ability to track customer enquiries

• Outgrowing Outlook

• No realtime view of measurements against service level agreements

What was needed to move forward

Maplin were seeking a solution that offered improvements in productivity, better management & reporting and delivery of the Maplin service levels.

PRODUCTIVITY• First call resolution• Agent prompted with pre-populated template responses for speed and

consistency of quality• Active and waiting messages• Automated responses

MANAGEMENT• Forecasting Accuracy• Adherence to Schedule• Average age of query• Customer call frequency• Measurements against service level agreements

SERVICE• Call centre status metrics• Service level response time

What was the solution?

• All public-facing email addresses brought into one place where staff could be trained and managed

• Incoming enquiries routed into product and function specialists e.g. Customer Service, Complaints, Deliveries, etc.

• Responsibility of individual customer enquiries assigned to specific agents throughout their lifetime to build relationships

• Full history of enquiry available within ticket, including any attachments, reassignments of ticket and history of filters. This enables a full audit trail of prior actions on the ticket

• Maplin now have a variety of processes including Sales, Returns, Technical, Complaints, Faults, Stock Availability, Purchase Orders, Ebay, Order Errors, Customer Reviews and various internal processes

Complaints Process Automation

Business Impact

• The automation of processes within the Customer service department has led to the 79% decrease in response time

• This has happened while volume of enquiries increased by 20%

• No increase in staffing levels required

• Scalable solution in place which can grow with the business

• As consumer behaviour has changed, Logicalware have adapted MailManager to meet this

• Customer Service Department now able to offer Social Customer Service with existing staffing

• Emails and Social Media now handled in one solution

• No additional technical resource required as usage of Logicalware MailManager increases as Maplin have grown

Product Roadmap

• Maplin needed a supplier that worked with them and would develop the product based on their needs both now and in the future

• MailManager is a mature product, tried and tested for 11 years, and is continually evolving via a Customer User Group: for example, the addition of Social Media which was launched in 2014

• Innovations continues with live Chat and greater integration into business critical software such as ecommerce platforms, ordering systems, databases, CRM

Questions & Answers

Wrap Up And Next Steps

• If you would like us to help you automate and improve your customer journeys and business processes we can map out your highest traffic process for £975 + VAT per day and demonstrate how you can then create your own automations.

• We will be in contact in the next 24 hours with a recording of the Webinar for you to share internally and discuss any next steps you feel would be appropriate.

www.logicalware.comdaniel.parker@logicalware.com

Twitter @Logicalware.com

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