PhotoBox Drives 200% Growth, Delivers Superb Customer Experience to 24 Million Members
 
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PhotoBox Drives 200% Growth, Delivers Superb Customer Experience to 24 Million Members

  • Oracle Customer:  PhotoBox
    Location:  London, United Kingdom and Paris, France
    Industry:  Retail
    Employees:  More than 500

Photobox is the European market leader in online photo services with 24 million members. The organization specializes in online printing, storing, sharing, and publishing of digital photos. In addition, PhotoBox produces personalized products, such as photo books, calendars, and greeting cards.

 
 

 
 

Challenges

A word from PhotoBox

  • "Oracle RightNow helps us to deliver superb customer experience and is integral to our vision of presenting a personal, responsive, and customer-focused brand." –Helen Ellis, Director, Customer Experience, PhotoBox

  • Develop a multichannel contact center, including Web, phone, e-mail, and chat
  • Implement a formal customer record to manage a customer base, growing rapidly through acquisition and organic growth due to the popularity of online digital photo services
  • Direct customer queries efficiently to the correct contact center agent
  • Empower temporary and permanent service agents to provide a consistent response to customer inquiries
  • Encourage customers from different countries to use self-service through the use of language-specific Web interfaces

Solutions

  • Achieved 200% growth in the customer base over six years following initial implementation of Oracle RightNow in 2006
  • Increased sales from existing customers by 15% and increased orders from newly referred customers by 45% within a year of implementing Oracle RightNow
  • Enhanced agent productivity and response times to 1,500 customer queries per day one year after Oracle RightNow implementation by routing customer inquiries about personalized photo products to agents via a queuing system to ensure that the agent with the most appropriate knowledge handles the query
  • Improved agent consistency in responses across multiple channels, including e-mail, Web, phone, and chat, with agent access to a central knowledge repository—improving customer satisfaction
  • Deployed intuitive self-learning knowledge repository with four initial interfaces—subsequently growing to sixteen interfaces—covering Spanish-, French-, German-, and English-speaking countries to replace static documentation of frequently asked questions, enhancing the customer experience and reducing inbound contacts by 7.7% within 12 months
  • Enabled customers to chat online with customer service agents in real time, helping customers address their queries while also enabling agents to immediately address any misunderstandings or assumptions
  • Improved agent productivity with a real-time dashboard, ensuring that agents are not overloaded with queries and that the organization responds to customer questions within the 24-hour service level agreement for e-mail
  • Enhanced customer service by creating a formal customer interaction record to provide a single view of all customer interactions, including online chats, e-mails, and phone calls