Eniro Turns Over a New Page with eGain
Leading Search Company Selects eGain for Increased Efficiency and Superior Levels of Customer Service via Intelligent Email Management Solution.
PR9.NET April 03, 2008 - Slough, UK – eGain (OTC BB: EGAN.OB), the leading provider of multichannel customer service and knowledge management software, today announced that Eniro, the Nordics' leading directories and search company, has selected its email management products to improve the quality and efficiency of its customer service. eGain Mail™ is set to alleviate the pressures and demands of email communication between its multiple contact centres and its customers. It is replacing existing Microsoft Outlook programs that were unable to cope with the company's increasingly high volumes of customer demand.
Eniro – Finland's answer to Yell.com – is driven to deliver quality services to a wide-ranging customer base so demand for efficient customer service and near-instant response times is of the utmost importance. After a competitive tender process involving twelve other providers, eGain's powerful and robust solution was the only one that could provide the comprehensive information that Eniro needed for assured customer service management. Juha Saarinen, Eniro's System Architect explains:
"Our primary concern was improving our email processes, as too much time was being wasted by agents sifting through emails - and Outlook only seemed to exacerbate the problem. We receive an incredible mix of enquiries and cherry picking them simply isn't an option. It was imperative that our solution could differentiate between each and every enquiry to improve our handling times, and by ticketing each and every mail we receive, eGain Mail™ has made our whole communications process faster and a lot more efficient."
In addition to improving email handling, Eniro needed a solution to ease the strain on its marketing department, which is tasked with producing regular customer service reports.
"Compiling the information and necessary statistics from Microsoft Outlook was proving time- consuming and increasingly difficult. We required a better understanding of our customer base and wanted the ability to profile customers that phone in; not only to better the customer experience, but also enable our agents to adjust marketing and sales to promote additional suitable products" Saarinen comments.
Since implementing eGain Mail™, Eniro has seen a notable difference in its customer service operations and enquiry handling times were improved significantly during the pilot alone. Email handling and customer response times have been notably improved whilst the company is benefitting from the automatic generation of periodic reports for customer service management. Saarinen concludes:
"The easy-to-use user interface has proved a great success across the company and the results speak for themselves. We rely heavily on our back office systems for information and databases, and the next step of our IT strategy will address how we can utilise and integrate eGain's Knowledge Management solutions to further improve our customer experience."
eGain EMEA media contact:
Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689
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Eniro is the leading search company in the Nordic media market. Eniro makes it easy to find people, businesses and products using directories, directory assistance, Internet and mobile services. Eniro has operations in Sweden, Norway, Finland, Denmark and Poland
Eniro is listed on the Stockholm Stock Exchange and has some 4,650 employees. In 2007, revenues amounted to SEK 6,443 M, with EBITDA of SEK 2,266 M. Operating revenues and EBITDA excluding discontinued operations.
About eGain Communications
eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing midsize companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. 24 of the 50 largest global companies rely on eGain to transform their traditional call centers, help desks, and web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.
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