digital citizen engagement and ROI with eGain Customer
CASE STUDY | GOVERNMENT | HUB: KNOWLEDGE, GUIDED HELP, SELF-SERVICE, CHAT | ON-PREMISE
US Federal Agency Saves Millions With Knowledge Guided
Customer Engagement
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An ROI review projected full
payback within 9 months.
Agency to save $6.5M in 3
years.
COMPANY
This US federal agency oversees healthcare,
financial services, and benefits administration for its
membership, which is several million strong.
CHALLENGE
To fulfill the task of delivering compassionate,
effective citizen engagement, the agency had
to manage the twin challenges of quality and
sustainability, that is, improve citizen experiences
across touchpoints and fast track issue resolution
and benefit claims, while containing costs. But over
the years, information had become fragmented and
inconsistently available. Users—citizens, agents, and
field staff—were struggling to find accurate answers
to the wide range of issues facing them. How could
the establishment keep within budget and still meet
the presidential mandate?
SOLUTION
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The answer, the agency determined, was a
knowledge management system that would enable
successful self-service and better answer findability.
After a lengthy ROI analysis, it selected eGain
SelfService™, eGain KnowledgeAgent™, and
the patented eGain Guided Help™ capability
from the eGain Customer Engagement Hub™
(CEH™) suite.
The solutions help provide quick, easy access
to a “single source of truth” for consistency in
information across agents and channels that
increase answer accuracy and reduce turnaround
time. The organization also implemented seamless
escalation from self-service to agent-assisted eGain
Chat™ for real-time resolutions. Web collaboration
technologies improve resolution speed and citizen
satisfaction more than any other channel.
RESULTS
“This is a phenomenal success,” says the project’s
Lead Business Owner. The eGain self-service
portal has led to a decrease in contact center traffic.
Consequently, the agency projected a 21% decrease
in customer service costs adding up to $6.5 million
of savings within 3 years. Further, management
ROI review concluded that their assumptions
about productivity gains “might have been
significantly understated” and revised expectations
to project a full payback within 9 months. The
department values the eGain solution as a “strategic
part of their customer service solution” and
anticipates expanding its role elsewhere within
the organization. High visibility and high value—
what’s not to like!
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