360 Customer View

Instant 360° Customer View

Optimize Costs, Increase Customer Satisfaction and Reduce Churn Rate

In most large enterprises, customer data remains distributed across a wide range of enterprise applications (ERP, Billing, After Sales Service, etc.) despite years of effort in gathering it in one place.
And very often, unstructured, textual information in contracts and written exchanges is not treated at all. Customer facing employees still need to open 10 to 15 applications to get a complete view of a single customer.

How the Sinequa Insight Platform Can Help

The Sinequa Insight platform offers customer facing employees an intuitive 360° view in less than two seconds. They no longer have to be familiar with all the applications containing customer data as Sinequa insight platform unifies information access without the need to change existing applications.

Increase Customer Satisfaction, Reduce Churn, Generate Revenue

Getting an instant 360° view of a customer helps customer facing personnel serve customers more competently and more rapidly, increasing customer satisfaction and retention. A 17% reduction in average call time in a call center handling more than 230,000 calls a day allows the same team can handle about 40,000 additional calls per day. The time gained can also be used for intelligent cross and up-selling.

Reduce Training Time

Finding information on customers in up to 30 enterprise applications requires about 6 weeks of training (one working day per application). Using a single intuitive user interface reduces training time to a single day. In a population where 5,000 people have to be trained per year, this reduces training time from 30,000 person-weeks to 1,000 per year!

Pain Points

Large number of applications leading to fragmented customer view
Slow customer information compilation for contact center personnel
Costly training for call center agents
Lack of agility in adapting IT to fast changing business needs

Solution

Aggregate multiple data silos offering one intuitive interface with real-time access
Provide easy, intuitive unified information access for customer contact services
Gain instant 360° view of a customer on a single screen

Benefits

Shorten response time, improve customer service quality and reduce churn rate
Reduce agents training cost and increase average revenue per user (ARPU)
Meet fast changing business needs with an agile IT
Generate revenue with effective cross-sell and up-sell offers

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