Slough, United Kingdom, April 05, 2008 --(PR.com
)-- Leading Search Company Selects eGain for Increased Efficiency and Superior Levels of Customer Service via Intelligent Email Management Solution.
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 inquiries and cherry picking them simply isn’t an option. It was imperative that our solution could differentiate between each and every inquiry 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 inquiry handling times were improved significantly during the pilot alone. Email handling and customer response times have been notably improved whilst the company is benefiting 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 (OTC BB: EGAN.OB) is a leading provider of multichannel customer service and knowledge management software for in-house or on-demand SaaS deployment. For more than a decade, the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs. Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, these hubs enable dramatically improved customer experience, end-to-end service process efficiencies, increased sales, and enhanced contact centre performance.
Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit www.eGain.com or call the company's offices: 800-821-4358 (US headquarters), 1753-464646 (UK and Continental Europe).
eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Communications Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.
About Eniro (www.eniro.com)
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
eGain EMEA media contact:
Hilary de Rover
eGain Communications Ltd
Tel: +44 (0) 1753 464689