UK high street building society, Nationwide is to implement an e-mail assistance solution from Brightware to handle incoming customer enquiries.
The solution will be rolled out to customer services staff to help them answer online queries. The implementation comes in response to increasing customer demand for Internet-based services says Nationwide.
The building society is predicting a growth in e-mail volumes and says an automated solution will allow it to keep up with the demands on service levels without a proportionate increase in staff numbers.
Nationwide chose Brightware because of the range of services it provided, including skill-based message routing, so that messages route to the most able adviser, automatic message acknowledgement, automated response capabilities and accurate and reliable auto-suggest capabilities.
The system has currently been integrated with the Nationwide Web site to handle messages from its Internet bank customers. "Already we can see that e-mail handling times have reduced by 25% for those messages that still require advisor intervention," says Mark Cromack of Nationwide.
Brightware will also offer Nationwide the ability to compile contact history tracking reports, which removes the need to search paper or electronic archives. Furthermore, Brightware retains all messages and actions, enabling building society team managers to use it for quality control and coaching to improve contact centre staff tools.