eGain, the leading provider of cloud-based customer engagement solutions announced that a leading European home appliance manufacturer has selected eGain to unify customer engagement across international markets and brands.
The company’s acquisition-led growth strategy, while successful, had led to customer service silos across brands. With presence in 75 countries, the company struggled to maintain a consistent brand voice, customer context, or engagement know-how.
First invited based on its stellar analyst ratings, 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. eGain Cloud’s usage-based pricing model, and metrics such as NPS improvement and operating cost reduction targets, make for a compelling business case. The eGain 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.
The initial phase of the multilingual implementation featuring case management, email management, and web self-service went live within three months of the project launch. More brands, countries, and languages are being added to the deployment. Moving forward, the client will leverage eGain’s sales engagement capabilities and enrich their customer experience by leveraging “system-of-record” data pulled from SAP, using eGain’s certified SAP connectors.