Epos Now Chooses Customer Service Solution

Point of sale supplier Epos Now will deploy NewVoiceMedia’s ContactWorld as its customer service solution.

The problem

Founded in 2011, Epos Now started with unstable internal systems and inadequate processes. As the company rapidly scaled to serve 10,000 customers, including Disney, Land Rover and Universal Studios, these systems began to cause problems. It was struggling to keep track of customers and manage its new business pipeline correctly, and needed a robust customer contact platform to ensure it maintained its 98 per cent customer recommendation rate and five-star rating on Trust Pilot.

The solution

With ContactWorld, Epos Now has been able to offer its customer base a personalised experience. Since deployment, Epos Now has experienced growth of 350 per cent and calls have increased sevenfold. It now has immediate access to a customer’s entire history of interactions from one screen, and incoming calls are intelligently routed based on Salesforce data. The company is also able to prioritise calls from key customers to improve handling time and customer satisfaction. Real-time reporting, analytics and the system’s call recording functionality offer visibility of contact volumes, advisor performance and customer experience. This enables the company to improve processes such as workforce scheduling and the performance of individual advisors to ensure Epos Now continues to offer the best possible experience to customers.

The benefits

ContactWorld also meets the company’s requirements for a solution that can be customised in response to changing business needs. The technology’s scalability enables new functionality and consultants to be added in minutes. As a fast-growing private tech company, Epos Now has tripled its number of staff in just one year, so has needed to increase agent licences across its sales and support teams. Furthermore, agents can log into the same system wherever they are, needing just a phone and internet connection, meaning they can work from multiple locations as required.

“NewVoiceMedia and Salesforce have helped us to cut down on repeated and wasted work with vastly improved processes and systems, and our ability to report on everything allows us to keep focused on our day-to-day activities, while also making longer-term strategic changes,” said Jacyn Heavens, CEO of Epos Now.

For further information, download the case study at www.newvoicemedia.com.