SAP UI5 - Asia’s largest direct marketer improves productivity by 40%

The unit handles 10000 calls per day. The undisputed leader in Water Purifications system and Vacuum cleaners operates a 300 Seater call center managed by people with special needs in collaboration with NASEOH (National Society for Equal Opportunities for the Handicapped).

• Customer complaints management
• Address customer concerns & technical questions
• Assigning of complaint to appropriate business partners
• Assist with returns and exchanges.

• Delay in issue/ticket resolution due to large volumes (300+) of registered complaints per day.
• Lack of call center automation and visibility of relevant customer data.
• Increased call waiting time due to long call durations.
• No automated access to customer account
• Cumbersome navigation through multiple screens for 20+ fields
• Inability to leverage cross-sell and upsell opportunities
• Incorrect tagging of complaints, couldn’t be assigned to Business Partners
• System did not provide 360° customer view

Quinnox built an efficient interactive center solution using SAPUI5, which seamlessly integrates with SAP CRM system

• 360° view of customer including snapshot of interactions
• Intelligent Algorithms to identify calling customers
• Ability to Cross-sell and Upsell by swiftly switching between service, sales and marketing views
• Call center automation using IVR system for immediate complaint registration
• Auto-population of Data reduced processing time
• Single Screen Capture of all relevant information
• Automated Complaint Tagging with Business Partners

• Provided a consistent experience to the customers and improved the overall CSAT score and revenue
• Increased call center productivity by 40%
• Improved Call Center Metrics by providing relevant information to the call center agents in a single screen
• Enhanced user adoption rates due to 360-Degree View of the Customer
• Correct tagging of complaints ensured Quicker Resolutions.