Helping Neopost transform customer services and empower employees
How our customer engagement and contact centre services enable workforce optimisation, cost reduction and higher customer retention.
Neopost is the fastest growing supplier of mailroom, document and logistics solutions, with more than 800,000 customers worldwide covering all market sectors – and the number 1 supplier in the UK and Europe. With nine offices and 600 employees, over the past ten years its turnover has doubled to nearly £100 million.
Neopost selected Capita back in 2009 to reduce call volume and improve customer service using technology.
We met Capita and were impressed with their initial presentation. Their portfolio, contact centre experience and project approach gave us confidence that they could be the right partner to overhaul our voice and contact centre technology for the UK operation.
Customer services director, Neopost
Capita designed a phased solution (which also incorporated technology from Verint, Avaya and Siebel) to:
- reduce incoming call volumes through self service via the web or a voice portal
- improve customer contact reporting, forecasting and scheduling
- give deeper insights into customer contact and behaviour that would inform improvements in process efficiency and overall customer service performance
- update the telephony platform to a more stable technology and introduce multi-channel contact centre capability
- integrate telephony with CRM to provide screen popping to enhance customer experience
- introduce workflow management.
- progressive dialling was introduced with no impact on agent attrition; generated £210k in first year savings
- self-service has reduced call volumes by 28%
- 200 credit card payments/day are fully automated
- 82% caller success rate through IVR
- an identification and verification application has saved 12 x FTE or c.£260k/year
- workflow management has directly contributed 7% productivity gain.
What does success look like?
Our net promoter* score absolutely amazes me to this day – this behavioural/cultural programme has been running for a number of years and we’re achieving the likes of 52.3% (only the likes of Disney achieve that) and that’s something I’m really pleased about.
* measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.