The Insider's Guide to Business and IT Agility
06/05/2007
SeeWhy Software today announced that eCourier.co.uk, the online courier company, has implemented the SeeWhy system to provide continuous insight into client usage and enable superb customer service.
“We are a real time online service business – a 24 hour a day, high volume operation. We need to detect when any one of thousands of customers is having a bad day so that we can take action immediately. SeeWhy is the only software on the market that can do this in real time,” explains Jay Bregman, CTO and co-founder of eCourier.co.uk.
eCourier.co.uk is a shining example of what technology can deliver when it is central to the way the business is run. Traditional courier companies take bookings via the phone and manually input them into a system; a human controller then assigns the job to one of a limited number of couriers in his control. eCourier.co.uk has automated this whole process with major gains in efficiency and accuracy. Over 90% of eCourier.co.uk’s business is booked over the Internet and all couriers are tracked to within 15 second accuracy using GPS handsets. So the most appropriate courier is automatically allocated and clients can track their delivery in real time via a map on the website. Using smart technology to reform a staid business model has seen eCourier.co.uk almost half delivery time versus its nearest competitor.
However, with thousands of customers it is impossible for the customer service team to know exactly what all clients have booked and react as soon as booking patterns change. Before SeeWhy, traditional weekly reports were produced that gave averages for the previous couple of weeks. With large numbers of customers using the service at all times of the day and night, subtle changes in individual customer behavior could be missed by managers. Now, SeeWhy continuously analyzes customer activity and, by comparing real time behavior with their unique profile, detects significant deviations from the norm and alerts the appropriate managers and customer account teams.
Bregman explains, “SeeWhy observes buying patterns and builds up a unique profile of every client so if anything unusual happens, it can send us an alert. The alerts contain all the necessary details, such as booking history, to enable the account managers to call the client to offer help and advice.”
“SeeWhy alerts have meant that we have been able to call clients within minutes of a problem occurring. This has enabled us to identify when customers are trialling a rival’s service and to intervene to ensure that eCourier.co.uk not only retains those clients, but maximizes the revenue.”
Bregman continues, “Our brand represents superior service, enabled through technology, and SeeWhy is a critical part of our daily operations. SeeWhy enables us to provide exceptional customer service for each of our customers by alerting us to the unique experience that each customer has. And reacting quickly means our customers even see problem handling as great customer service.”
Charles Nicholls, CEO and founder of SeeWhy, comments, “Understanding how individual customers are interacting with you, across multiple channels is challenging to most organizations. Understanding their experience of your service is increasingly critical for online ecommerce operations like eCourier.co.uk. Customers are increasingly fickle and demand superb service, whether it has been delivered physically, or as part of an online application. When switching business between suppliers is only a mouse click away, online businesses need to act very quickly to fix problems and capitalize upon opportunities.”
Using SeeWhy for event based marketing enables organizations to identify which of their customers are having a good experience or a bad experience in real time. This is particularly important for online businesses where the opportunity to make an up-sell, cross-sell or retention offer is time critical. Real time actions include a real time response on the website, an individual email offer, opening a case in a call center application, alerting sales teams, or initiating a business process in third party applications or business process management tools.
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ebizQ is very interested in what you have to say. To contribute an article, an opinion, or to become a blogger, please contact Peter Schooff.
June 3, 2009
One of the most compelling trends in the enterprise business technology space over the past year has been the emergence of cloud computing. In ebizQ’s upcoming Qcamp virtual un-conference, leading industry experts and practitioners will explore the role of service-oriented architecture (SOA) and business process management (BPM) in supporting cloud-computing initiatives. Additionally, the new skills that developers and IT managers need for successful cloud development will be discussed.Register
Date: Aug 26, 2009
Time: 12:00 PM
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Date: Sep 30, 2009
Time: 12:00 PM
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Date:Aug 26, 2009
Time:12:00 PM
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Date:Sep 30, 2009
Time:12:00 PM
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