February 28, 2014
eGain to Empower Multinational Appliance Manufacturer
By Meenakshi Shankar
Businesses globally are now left with no choice but to design and deliver smart, connected customer journeys across multiple channels.
eGain is a provider of software as a service and cloud based customer engagement solutions. The company’s cloud-based customer engagement hub is designed to help its users to sell smarter and serve better. It consists of applications, which combine customer context, intelligent process guidance, and actionable knowledge to foster deep customer engagement and enhance every interaction. Moreover, the web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
The latest to pick up this hub is a leading European home appliance manufacturer. The company is said to have selected eGain to unify customer engagement across international markets and brands.
With presence in 75 countries, the home appliance company’s acquisition-led growth strategy, while successful, had led to customer service silos across brands. It proved difficult for the company to maintain a consistent brand voice, customer context, or engagement know-how.
eGain was selected for its consistent strength across technical and functional factors, including cloud reliability, platform scalability, guided search and knowledge-powered case management, and multichannel analytics. The company’s solution will help the client standardize customer service processes, enabling consistent answers across self-service and contact centers. The business is also keen to track product failure metrics across business units and brands.
Initial implementation included; case management, email management, and web self-service. According to the company officials, more brands, countries, and languages are lined up for deployment. Moving forward, the client will leverage eGain’s sales engagement capabilities and enrich its customer experience by leveraging system-of-record data pulled from SAP (News - Alert), using eGain’s certified SAP connectors.
eGain recently confirmed its plan to showcase its knowledge management solution at Microsoft Dynamics Convergence (News - Alert) 2014 scheduled to be held at the Georgia World Congress Center in Atlanta, Georgia on March 4-7, 2014.
Edited by Cassandra Tucker