digital citizen engagement and ROI with eGain Customer
Transcription
digital citizen engagement and ROI with eGain Customer
CASE STUDY | GOVERNMENT | HUB: KNOWLEDGE, GUIDED HELP, SELF-SERVICE, CHAT | ON-PREMISE US Federal Agency Saves Millions With Knowledge Guided Customer Engagement { } An ROI review projected full payback within 9 months. Agency to save $6.5M in 3 years. COMPANY This US federal agency oversees healthcare, financial services, and benefits administration for its membership, which is several million strong. CHALLENGE To fulfill the task of delivering compassionate, effective citizen engagement, the agency had to manage the twin challenges of quality and sustainability, that is, improve citizen experiences across touchpoints and fast track issue resolution and benefit claims, while containing costs. But over the years, information had become fragmented and inconsistently available. Users—citizens, agents, and field staff—were struggling to find accurate answers to the wide range of issues facing them. How could the establishment keep within budget and still meet the presidential mandate? SOLUTION Email: [email protected] | Web: www.egain.com © 2015 eGain Corporation. All rights reserved. The answer, the agency determined, was a knowledge management system that would enable successful self-service and better answer findability. After a lengthy ROI analysis, it selected eGain SelfService™, eGain KnowledgeAgent™, and the patented eGain Guided Help™ capability from the eGain Customer Engagement Hub™ (CEH™) suite. The solutions help provide quick, easy access to a “single source of truth” for consistency in information across agents and channels that increase answer accuracy and reduce turnaround time. The organization also implemented seamless escalation from self-service to agent-assisted eGain Chat™ for real-time resolutions. Web collaboration technologies improve resolution speed and citizen satisfaction more than any other channel. RESULTS “This is a phenomenal success,” says the project’s Lead Business Owner. The eGain self-service portal has led to a decrease in contact center traffic. Consequently, the agency projected a 21% decrease in customer service costs adding up to $6.5 million of savings within 3 years. Further, management ROI review concluded that their assumptions about productivity gains “might have been significantly understated” and revised expectations to project a full payback within 9 months. The department values the eGain solution as a “strategic part of their customer service solution” and anticipates expanding its role elsewhere within the organization. High visibility and high value— what’s not to like!