‘On-shoring’ provides for cost-effective contact centre excellence
“Having Australasia’s contact centre in one place and under local management ensures Canon customers receive consistently excellent after-sales advice and technical support whenever they need it.” Mike Johnston, Country Manager Canon New Zealand
Solution snapshot
Customer
Canon
Industry
Importing and distribution; office and print automation with nationwide service
Business need
Canon sought a partner that could provide contact centre experience, flexibility and accountability to improve both customer satisfaction and staff morale, while reducing contact centre infrastructure and maintenance costs.
Solution
Datacom established a contact centre to service both Canon New Zealand and Canon Australia. This has led to increased customer and staff satisfaction levels through a flexible, quality driven business process approach, as well as significant price savings.
Benefits
· By combining contact centre services within New Zealand, Canon New Zealand’s customers benefit from the increased scale and service capability that a larger centre delivers.
· Canon Australia benefits from a lower cost model, achieved through New Zealand’s lower rents, a more flexible work environment and exchange rate differences.
· Significantly improved service experience for Canon customers in a short space of time through Datacom’s proven experience in establishing and managing contact centres.
Case study
High demand creates big challenges
Canon is an industry leader in professional and consumer imaging solutions. The multinational company services consumers, small business and the enterprise customer and aims to simplify solutions enabling people to live more enriched lives at home and at work. It has a worldwide staff of 168,000 and global revenue of US$35b.
However, Canon wanted to improve customer satisfaction with a contact centre that possessed key customer service features via modern technology, enviable staff retention and the contact centre skills and processes they currently lacked.
Recognising it had to overcome these critical challenges, Canon needed a partner that could work within its internal environment, emulate its organisation’s culture and provide a branded experience to their customers.
Canon appointed Datacom New Zealand to review and analyse its operations and to explore options for customer care for Australian and New Zealand to deliver a better experience while reducing the costs of customer care management.
Datacom demonstrated measurable advantages through a four week consulting engagement.
Experience enables rapid delivery
Canon appointed Datacom as its outsourced provider of customer care and technical support for its Australian and New Zealand customers.
Datacom was chosen for reasons including the provision of a cost effective service and their proven track record in this type of contact centre and business process activity. It was also extremely important that Datacom was aligned with Canon’s company culture and business values.
Datacom moved quickly to establish the contact centre service from the ground up within 11 weeks; this required the fit out of a new contact centre along with the recruitment of 90 staff.
Today, Datacom is responsible for the customer care service to Canon’s Australian and New Zealand customers, supporting over 750,000 calls per year and 65,000 emails per year. Datacom also provides Canon with telephone receptionist services based out of Datacom’s Auckland contact centre for all Canon’s Australasian offices.
Key points
· Datacom’s contact centre and business process expertise meant it could establish a new service within 11 weeks
· Datacom’s ability to provide a quality service and deliver results within tight timeframes meant that within three months, Datacom met customers’ required service levels at a lower cost to Canon
· Datacom’s trans-Tasman presence means it can service clients with both a New Zealand and Australian presence.