Growing retailer The Works which receives some 180,000 customer emails a year has deployed an Eptica solution which manages the flow of email traffic, assigning it to agents who are then supported by its template based answers to typical questions. The Works has 300 stores in the UK and an expanding online business, selling books, toys, gifts and stationery at discount prices. Between them these channels serve 22.5 million people a year and generate a growing volume of email.
The Eptica solution was chosen and deployed within 5 weeks enabling The Works and its customers to benefit from improved service across the Christmas period. “As we expand, we’re increasingly focusing on digital channels,” said Simon Joseph, multichannel director for The Works. “We needed a technology solution that enables us not only to meet current needs, but that can grow with us. Partnering with Eptica has provided us with a flexible platform that can underpin our digital strategy, now and in the future.” The Works has also made concurrent investments in its CRM and telephony systems.
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