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Domestic & General Boosts Customer satisfaction with Knowledgebase
Domestic & General, UK’s warranty specialist, has reduced customer call times by nearly a quarter after the launch of Fido, a centralised knowledge management system.
Since the Eptica-powered system went live in 2011, customer call times have been reduced by 22% and operational costs have been lowered by £158,000. Furthermore, first contact resolution rates have increased, hold times halved and the time taken to train new agents has decreased by 20%.
Fido project was created to change information management and replace its old knowledge sharing process.
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Agents access accurate answers by typing questions into the web-based system, which provides consistent and fast responses to every enquiry. Its introduction has been very popular, with the system now receiving an average of 50,000 hits per month, and each agent, in Domestic & General’s customer service department, using the system on average 300 times each month.
“Fido really is helping us achieve our overall business objectives,” said Chris Briggs, Head of Customer Service, Domestic & General. “Agents have taken to the system and through its introduction we have been able to greatly improve our internal processes and reduce costs. Fido is now an integral communications and knowledge sharing tool, ultimately enhancing our interactions with our customers.”
