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Diabolocom helps PhotoBox enhance its customer experience
The online personalised card and gift retailer utilises Diabolocom's contact centre solution to support dramatic increases in customer demand during busy periods.
During these periods the company can experience massive increases of up to 400-600% in website traffic, placing increased pressure on the business to deliver the high service standards expected by its customers. With such extreme peaks in website traffic, PhotoBox needed to ensure its customer experience was robust enough to provide user continuity of service, regardless of the volume of demand.
Cloud solution and software provider Diabolocom was the obvious choice for the PhotoBox team. Diabolocom's innovative technology offers seamless integration with existing software and CRM systems. The ability to integrate with Oracle was of particular importance to PhotoBox.
Another desirable feature for PhotoBox was to offer call agents the ability to enhance the customer experience with easily accessible client information. The Diabolocom system provides agents with client records prior to answering the call, allowing them to provide a truly personalised service. The project began with a trial period of six months and Mike Massimi, Director of Customer Experience at PhotoBox group, couldn't be happier with the results.
"We have been serving customers for 17 years so have a long-established reputation of high service standards that we strive to uphold. Diabolocom understood the need to maintain these standards and was the first and only provider to be able to fully integrate with existing systems.
"Diabolocom's service offers smooth scalability of the solution over the voice channel, and seamless integration with the existing software environment, especially with Oracle. This integration was decisive in selecting Diabolocom."
The continuation of high-quality service to customers in peak times was also of specific consideration when selecting Diabolocom.
"It is very important that the quality of service to customers is not affected when faced with increased demand. We expect the same high-level of service regardless of traffic. We found the agility and flexibility of Diabolocom a perfect match for this project.
"We completed a pilot for six months and were immediately impressed with the Diabolocom offering. To provide more help to the agents, Diabolocom could ensure that the client record appeared before the call was answered. We wanted to ensure a personalised service despite serving 30 million customers.
"Another advantage with Diabolocom is the accessibility for support. When I call Diabolocom, I do not deal with a third-party service, but with the people who know our teams and products personally."
Diabolocom founder and CEO, Frédéric Durand, said of the project, "We are delighted PhotoBox has chosen Diabolocom as its provider. The Diabolocom solutions are designed to work with client CRM and easily integrate into existing systems and this was key in the company's decision to use our product. We work with over 250 customers in 20 countries worldwide but still pride ourselves on offering a bespoke service to customers and PhotoBox appreciated this level of support."
Discover more about Diabolocom's partnership with PhotoBox in this video:
Diabolocom is a software publisher and telecommunications operator that offers an omnichannel cloud solution for sales, customer service, and contact centres.
Thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the market, and local business support, Diabolocom allows companies to offer benchmark customer experiences and improve their operational performance. Diabolocom supports the digital transformation of more than 250 companies in 20 countries, including: Engie, Air Liquide, Saint Gobain, Essilor, Dekra, Mister Auto, Meetic Group, Coyote, PhotoBox, Moonpig, Smartbox, Wonderbox, Decathlon, Galeries Lafayette, Carrefour, Bonduelle, Webhelp, Tessi, Comdata… etc.
For more information visit: www.diabolocom.com