Paddy Power Achieves Email Response Times of Less Than an Hour Using nGenera CIM (now Moxie Software)
Advanced email management and live chat tools guarantee rapid, accurate and personalised customer service
London, UK – 14th April 2009 – Ireland’s biggest bookmaker, Paddy Power, is delivering email response times of less than an hour to all customers, following the implementation of nGen Email from nGenera Customer Interaction Management (CIM). As part of its commitment to online customer service, Paddy Power has also introduced live chat assistance on thewww.paddypower.com website, powered by nGen Chat, to offer customers rapid and highly personalised responses to any query.
Paddy Power implemented nGen Email in February 2008, across its 65 person strong customer service team. The solution is enabling agents to significantly reduce email response times and improve the accuracy of information provided through advanced email management features, including intelligent routing rules that direct emails to the most appropriate agents, spell check and pre-written suggested responses.
Using nGen Chat, a single agent can hold up to six live assistance sessions simultaneously in order to handle customer queries in real time via their website. As a result, customers no longer have to contact Paddy Power by telephone to check last minute information, such as the odds for a horse race just before the start.
The comprehensive reporting system within the nGenera CIM Suite is also providing Paddy Power’s management team with a real-time view of its email and live chat customer service, enabling the company to accurately measure Service Level Agreements and agent performance for the first time.
According to Darren Lovern, Online Operations Manager for Paddy Power: “Paddy Power has made the strategic decision to move more customer service online, recognising that email and chat can be highly effective and cost efficient communication channels. Using the tools provided by the nGenera CIM Suite we can maximise customer satisfaction across these channels, and deliver highly competitive SLAs.”
Following the success of nGen Email and nGen Chat, Paddy Power is planning to integrate nGen Knowledgebase into its customer service operation in Q1 2009. The knowledgebase system will enable any customer service agent to log-in and access a comprehensive library of up to date information through a flexible portal, to ensure accuracy and consistency of responses across all channels.
“The gaming and gambling market is fast-paced and highly competitive, so rapid and effective customer service is vital to maintain customer loyalty and minimise user frustration,” commented Matthew Haines, European Managing Director of nGenera CIM . “By taking advantage of customer interaction management tools, companies like Paddy Power can provide an exceptional service to customers across the channels of their choice.”
The contract between Paddy Power and nGenera CIM was secured by IT Solutions, an nGenera CIM partner and leading Irish provider of customised telephony and web-based solutions to contact centres.
About Paddy Power
Paddy Power is the largest provider of fixed-odds sports betting in Ireland. The company operates through licensed betting offices along with operating Ireland’s largest telephone (Paddy Power Dial-a-bet) and online (paddypower.com) betting operations. The company also markets its service in the UK and is a publicly quoted company, listed on both the Irish and London Stock Exchanges (www.paddypowerplc.com). By October 31st 2007, Paddy Power operated a total of 245 outlets, with 187 in Ireland and 58 in the UK.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management.
About IT Solutions
IT Solutions Ltd is a privately owned company with a proven track record for implementation of successful customer interaction projects in Ireland, the UK and mainland Europe. The company offers a wide range of Contact Centre solutions including automatic call distributors (ACDs), workforce optimisation tools, intelligent call recording and analytics, voice portal, computer telephony integration (CTI), self-service and on-line service channels aimed at improving customer service and providing operational benefits.
Since 1989 IT Solutions has been working successfully with organisations in financial services, insurance, utilities, logistics, air express, retail and manufacturing industries. DHL, Dell and Siemens are some of the many prestigious companies using IT Solutions’ services and software. For further information, visit www.itsolutions.ie