New Zealand Post Gains a Single View of Customer Interactions, Improves Agent Productivity by 10%, and Reduces Chat Handling Time by 25%
 
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New Zealand Post Gains a Single View of Customer Interactions, Improves Agent Productivity by 10%, and Reduces Chat Handling Time by 25%

New Zealand Post delivers more than 800 million items of mail each year to 1.9 million homes, businesses, rural delivery addresses, and private boxes. It operates a comprehensive network of postal centers, provides corporate client solutions, and processes approximately 20 million financial transactions each year.

The company employs 8,000 staff and it is a core business of the New Zealand Post Group, which provides banking, insurance, and courier services throughout New Zealand.  Delivering a superior customer experience is one of New Zealand Post’s core strategies. As part of this commitment, the company created a customer channels division to provide visibility into all customer interactions across all communication mediums including the company’s website, call center, and social media. The division was charged with providing customer intelligence, customer service metrics, and analysis.

With a customer relationship management (CRM) system based on an outdated Microsoft Visual Basic contact database and an aging call center system, information was fragmented, and New Zealand Post found it difficult to gain a single view of its customers’ multiple interactions, limiting its ability to understand and target value-add products to meet customer needs.

In addition, customers were increasingly interacting with the company via online and self-service channels. During 2012, New Zealand Post’s contact center saw 10,000 fewer calls each month while online contact with agents increased threefold from 12,000 interactions per month to 30,000 per month.

New Zealand Post recognized that responding to the growth in online self-service and gaining a single view of customer interaction was critical to the success of its customer experience strategy. It selected Oracle RightNow Cloud Managed Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Dynamic Agent Desktop Cloud Service, Oracle RightNow Email Management Cloud Service, and Oracle RightNow Social Monitor Cloud Service to provide unified desktop visibility into all customer interactions.

The Oracle RightNow suite delivered visibility into customer interactions across all channels, improved agent productivity by 10%, cut e-mail by 10%, reduced chat time from eight minutes to six minutes, enabled performance and channel measurement, and streamlined workforce allocation.

 
Improves Agent Productivity 10% through Single Customer View

A word from New Zealand Post

  • “Oracle RightNow has been at the core of New Zealand Post’s transformation journey for years, and plays a key role in the success of our customer experience strategy. We gained a single view of customer interactions, reduced chat handling time by 25% and improved our agent productivity by 10%.” – Russell Stephens, Head of Customer Channels, New Zealand Post.

New Zealand Post deployed Oracle RightNow Dynamic Agent Desktop Cloud Service to capture, track, assign, and manage customer interactions across all communication channels including e-mail, chat, phone, and social media in a single desktop. It enabled New Zealand Post’s 130 agents to have a single view of customers’ prior interactions with the company, allowing them to proactively service customer needs and quickly solve queries.

“Before Oracle RightNow, we didn’t have a consolidated record of customer interactions and couldn’t see that a customer who was calling us had also e-mailed us or had used other contact channels,” said Russell Stephens, head of customer channels, New Zealand Post.

“Now, when customers contact us, the interaction is included in their customer record, which agents access through their desktop. If the customer contacts us again, that information can help in solving their inquiry more efficiently,” Stephens said. “An agent is 10% more productive when using Oracle RightNow’s agent desktop, both in answering more contacts, and answering them more efficiently.”

 
Decreases Emails to Agents by 10% through SmartAssistant

 
Reduces Chat Request Handling Times by 25%

 
Improves Workforce Allocation and Sets Service Benchmarks

 
Social Media Monitoring Enables Faster Response Time

 
Drives Strategic Product Innovation Through CRM Intelligence

 
 

 
 

Challenges

A word from New Zealand Post

  • “Oracle RightNow has been at the core of New Zealand Post’s transformation journey for years, and plays a key role in the success of our customer experience strategy. We gained a single view of customer interactions, reduced chat handling time by 25% and improved our agent productivity by 10%.” – Russell Stephens, Head of Customer Channels, New Zealand Post.

  • Implement a CRM solution to provide a single view of the customer journey across multiple communication channels and improve customer experience
  • Respond faster to customer needs by understanding customer channel behavior and improving agent productivity
  • Increase workflow requirements visibility and service levels across all channels to enable efficient allocation of resources
  • Gather customer intelligence to support opportunities for designing new postal products and mobile interactions

Solutions

  • Increased postal call center agent productivity by 10% by implementing Oracle RightNow Dynamic Agent Desktop Cloud Service to provide a single view of customer interaction history and enable faster response
  • Reduced inbound e-mail contact by 10% by using online knowledge base SmartAssistant functionality to provide a final check of search results, such as mail delivery times, prior to customer’s e-mail query being sent
  • Cut chat handling time from eight minutes to six minutes—a 25% reduction—with Oracle RightNow Chat Cloud Service
  • Provided real-time response to customer queries and social media comments through Oracle RightNow Social Monitor Cloud Service, and helped engage customers and promptly resolve issues
  • Increased flexibility for strategic business innovation by better understanding customer needs via intelligence collected through Oracle RightNow Chat Cloud Service and Oracle RightNow Social Monitor Cloud Service
  • Established service benchmarks and enabled efficient workforce allocation
  • Provided a better customer experience by gaining the ability to capture, track, assign, and manage sales and customer interactions across all communications channels

Implementation Process

Implementation was a collaborative process involving the Oracle RightNow project team, Oracle partner Datam, and New Zealand Post.

In mid-2011, New Zealand Post started the build process for the Oracle RightNow implementation. This phase involved six months of requirements gathering and system development prior to deployment. An internal project team worked closely with an Australia- based Oracle RightNow project team that traveled to New Zealand for the final stage of the project. New Zealand Post, working with its implementation partners, then trained 150 system users to ensure rapid adoption and jumpstart proficiency.

“We were comfortable with Datam, and we were comfortable with the Oracle RightNow project team. We agreed on requirements and worked toward them together to deliver a highly successful outcome,” Stephens said.

Partner

  • Oracle Partner
    Datam

Datam, a New Zealand Post Group subsidiary, has been the exclusive reseller and partner for Oracle RightNow in New Zealand for the last 10 years, and was involved with developing key customizations across the project. The responsible business unit within Datam is now an Oracle Partner called “CX Applications & Consulting”, and sits within New Zealand Post.

“Datam understands the post business and the customer-centric flexibility delivered by Oracle RightNow, which was invaluable to our implementation,” Stephens said. “Datam played a vital role as the key translator between the business and Oracle RightNow.”