Case Study: O.phon Boosts Response Times by 64% with Genesys

For more than 20 years, O.phon GmbH has confidently provided personalized solutions with professionalism, creativity and authenticity. Each solution is specifically designed for the client, whether they need help with lead generation, customer communication or working directly with customers.

Challenges

O.phon GmbH and its affiliates are in the business of creating tailored 360-degree marketing for its clients. It handles anything from marketing and sales strategies to concepts and analyses to campaign management.

O.phon also runs an in-house service centre that supports its business clients and end users. It wanted both to be able to use any modern communication channel to contact them.

The company analyzes target markets and groups to create each campaign and generate leads. From digital marketing to mailing fulfillment, O.phon ties all the marketing elements together.

Daniel Kubein, Head of Operations and Performance at O.phon, said, “As a company, we faced numerous challenges. The solution we had at the time did not allow for remote working. We could not integrate processing across all the different digital channels. Our projects also lacked transparency. And it was even becoming difficult to implement new customer requirements.”

Solution

New customer requirements involved rethinking, adapting and even reprogramming parts of the system. And since there was no technical interface to tie all the customer projects together, it was difficult to optimize campaigns and measure KPIs.

It was time to modernize and switch from outdated on-premises infrastructure to a modern cloud environment for office telephony, customer service and market research.

The move to the cloud had to be quick and efficient due to the COVID-19 pandemic. Instead of employees having to be in the office to deliver services, they had to be able to work remotely during lockdowns. The move also needed to cater to a significant number of people, including employees, business clients and end users.

Together with partner NTT, O.phon chose the Genesys Cloud CX offering as its new contact centre solution. NTT rolled the solution out at several locations in Germany. It also deployed and implemented the omnichannel cloud solution, and then trained employees on how to use it.

The all-in-one solution offers a single dashboard to view all conversations such as voice, email, chat and social media in one place. O.phon can now oversee customer experiences and manage workflow engagement. Artificial intelligence takes over routine tasks and uses data to provide essential insights.

By using a single solution and training users on it before it went live, O.phon enabled employees to work more efficiently, meet client requests and handle COVID-19 restrictions.

Results

O.phon now has a stable and fail-safe platform that allows easy administration and even faster project implementation. It can now offer its customers a reliable, integrated service 24/7 regardless of location.

“As a company, we faced numerous challenges. The solution we had at the time did not allow for remote working. We could not integrate processing across all the different digital channels.

Our projects also lacked transparency. And it was even becoming difficult to implement new customer requirements.” said Daniel Kubein, Head of Operations and Performance, O.phon GmbH.

Improved employee satisfaction: Employee satisfaction notably increased once employees were able to work from anywhere with access to a solution that’s fast and easy to use.

Improved response times: With the new solution, support requests can be processed up to 64% faster than using the previous system.

Reserves to deal with unexpected traffic: The system has sufficient reserves to deal with unexpected load peaks of up to five times the usual transaction value.

Transparency leads to quality: The contact centre solution centralizes all the information and makes it easier to follow projects and monitor their quality. Being able to evaluate SLAs improves quality assurance.

“With the choice of the Genesys highly integrative cloud solution and its implementation by our partner NTT, we were able to overcome all previous challenges in a record three months,” concludes Kubein. “With this solution, we have laid the foundation for the future business areas of O.phon and the associated companies.”

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About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Author: Genesys
Reviewed by: Megan Jones