CASE STUDIES – Authentication
OpenMethods helped a top retail department store harness customer data and ensure compliance
Problem
Solution
Results
- Reduction in AHT
- Streamline Agent Onboarding
An upgrade to BUI and an opportunity to re-scale
The solution needed to meet mission-critical criteria:
- Increase the speed of the Oracle instance so agents have less dead air time with clients
- Authenticate users for their .com, rewards, or store credit card accounts
- Provide agents with relevant context without overwhelming them with information
- Empower agents to engage with customers without overscripting interactions
The migration to Oracle BUI took care of the first goal, and OpenMethods got started on the remaining initiatives.
Successful Agent Interactions
One of the top requirements focused empowering agents to handle each and every interaction they encounter. This meant not overburdening agents with scripts and customer data, informing agents of the latest customer interaction data, and ensuring agents adhere to compliance regulations for credit card customers.
The VP of Customer Service informed us, “Around 50-60% of our interactions usually handle two or more inquiries. It’s very common for a customer to call in about a .com order and end up processing a credit card payment at the same time. Agents handle a variety of requests with each call.”
OpenMethods deployed a series of custom PopFlow buttons that allow the agent to see a customer’s authentication, and provide a way to perform additional authentication as needed. Visual cues on the screen remind agents of any authentication steps necessary to continue their interaction, and custom PopFlow buttons allow agents to fetch additional customer information.
Doug Labelle, OpenMethods Director of CX and Product Engagement said, “We wanted to keep it simple for agents so they can stay in their web browser. We automated activity to pass and update customer information for the agents. Now they can focus on the interaction and not the tool.”
Championing our customers to the finish line
The retail deployment demonstrates OpenMethods’ best practices in action.
Each call receives OpenMethods treatment, so every agent has access to the information they need relevant to the customer interaction. The ease with which agents authenticate customer data and fetch additional information makes streamlined and meaningful interactions.
We think they summed it up best when they told us, “Without OpenMethods, we’d have to switch our entire CRM platform. There’s no other way we can bridge the IVR and CRM data.”
