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“The decision to replace the old analog exchanges with the IPs has already provided us with an initial savings of around 17% in communications costs”
– Maria José Paz, Responsible for purchasing at Boiron
BOIRON OFFERS EXCELLENT CUSTOMER SERVICE WITH AVAYA IP OFFICE
Boiron’s relations with Avaya date back to 1999, when the manufacturer’s first analog telephone exchanges were installed. For many years, each exchange provided service to the building where it was installed; however, the arrival of digital technology and VOIP has led to genuine revolution in terms of costs, as well as everything related to customer service, and in the improvement of collaboration among company employees.
The support and professional advice of Infocom, Avaya Platinum Partner, was a key element in the planning and implementation of Avaya IP Office 500, Avaya solution that combines advanced communications features of a big company with the user-friendly and simplified management features that small and medium-sized companies need.
- Obsolete and limited technology, with few features.
- High costs stemming from an outdated communications structure.
- A non-integrated customer service center.
- A dynamic and flexible customer service center with great benefits.
- Significant savings in communications as well as in management and maintenance.
- New services and collaboration features.
“The decision to replace the old analog exchanges with IP extensions has already provided us with an initial savings of nearly 17% in communications costs,” says María José Paz, responsible for purchasing at Boiron.
“That is the first of the major advantages we achieved with installation of Avaya IP Office.”
Increasing employee productivity
However, where Boiron is seeing a very significant improvement in its business activities is in the upturn in customer service and in employee job satisfaction.
Jaione Uriarte, manager at the Boiron customer service department, says: “Avaya has allowed us to organize ourselves better. Regardless of where our customers are, we can serve them, because our equipment has automatic routing that always allows us to direct the call to the most appropriate manager.”
Avaya IP Office offers its users a complete series of features such as follow-up and measurement of customer service, agent productivity, generation of call reports in real time as well as histories, length of calls, time on hold, etc., which makes it possible to measure, determine and analyze customer service objectives.
“Every month, we have more than 50,000 calls received, 70% of which are to place an order,” says Uriarte. “The average length of the call is around 50 seconds. For us, the call is more than simply receiving an order. We use it to create loyalty among our customers. We tell them about new services and we give them useful information.”
— Maria José Paz, Responsible for purchasing at Boiron
Taking advantage of the new features to provide better service to the customer
“We have established an on hold time for calls received of 20 seconds,” said Jaione Uriarte. “This new platform has allowed us to quantify our actions knowing our average hold time, the number of calls, average call length, all of that to help us provide quality service to our customers.
“Thanks to the reports we currently get, we can start improvement programs, something that was difficult for us before due to the lack of visibility of what we did,” points out Uriarte.
“Another feature that is providing us with very useful results in the customer service department is the one that permits active listening on the part of our supervisors,” recognizes Uriarte. “Quality is very important for us, and it is fundamental for the supervisors to be aware of how our customers are being handled. This allows us to improve our service on a daily basis.”
“We have taken the first steps to integrate our CRM with the Avaya platform, and to install a call recording system. We are also analyzing the possibility of incorporating video conferencing solutions. This was all tremendously complicated with the old equipment,” says María José Paz.
An excellent solution for new challenges
— Maria José Paz, Responsible for purchasing at Boiron
ABOUT LABORATORIOS BOIRON
Every month, Laboratorios Boiron receives more than 50,000 calls.
Boiron is a family and independent pharmaceutical company, leader in the manufacturing and distribution of homeopathic remedies in more than 80 countries. Boiron remedies are useful in a broad spectrum of pathologies, whether acute (flus, coughs, diarrheas, etc.) or chronic or difficult to treat (allergies, dermatitis, asthma, etc.) and even as a complement in palliative care (nausea, anxiety and sleep disorders). Boiron has 4,000 employees throughout the world. For more information, visit www.boiron.es