Solgari Client Stories
ELKO - Customer Experience
Background
ELKO, Iceland’s largest electronics store, prides itself on being a pioneer in affordable electronics, offering renowned brands and exceptional service. Seeking to extend and enhance their existing Microsoft Teams usage, ELKO aimed to integrate a full-function customer engagement solution into the platform their team was already using for internal collaboration. While using Avaya’s traditional voice telephony service, ELKO found it inadequate for their ambitious customer service goals, prompting them to explore the market for a native Teams soultion capable of delivering the desired capabilities and experiences.
Challenges
- Inadequacy of Avaya's traditional voice telephony service for ELKO's ambitious customer service goals.
- Desire to extend and enhance existing Microsoft Teams usage for customer engagement.
- Need for a comprehensive contact center solution that integrates seamlessly with Microsoft Teams.
Solution
Solgari was chosen by ELKO to implement their AI Customer Engagement solution for Microsoft Teams. This solution empowered ELKO with comprehensive contact center capabilities, including Voice, SMS, WhatsApp, and Facebook Messenger. The advanced self-service options powered by Microsoft Azure Open AI services ensured customers could be authenticated and quickly find answers to common issues.
Results
- Comprehensive Contact Centre Capabilities: Solgari provided ELKO with a wide range of capabilities, encompassing Voice, SMS, WhatsApp, and Facebook Messenger, all within the familiar Microsoft Teams platform.
- Advanced Self-Service Options: Utilizing Microsoft Azure Open AI services, ELKO's customers could quickly find answers to common issues, enhancing the overall customer experience.
- Conversation Summary and Sentiment Analysis: Solgari AI Co-Pilot enabled conversation summary and sentiment analysis across all communication channels within Microsoft Teams, providing valuable insights into customer interactions.
- Strategic Relationship Building: Solgari successfully engaged with Festi, the parent company of ELKO, collaborating with two subsidiary brands and facilitating a strategic "land and expand" co-selling approach. This approach aligned seamlessly with SI partners and Microsoft within the region.
- Integration with Existing Telco: Solgari enabled ELKO to maintain calls through their existing Telco, Simminn, ensuring a seamless transition without disrupting existing telephony infrastructure.
- Data Enrichment and Future Integration: ELKO plans to implement Solgari for Dynamics 365 in a later phase, allowing them to gain deeper customer insights and effectively manage historical customer communications data. This data enrichment capability is part of the strategic roadmap for further enhancing customer engagement.
- First Contact Resolution: Solgari's efficient case management contributed to a higher rate of first-contact issue resolution, improving overall customer satisfaction.
