Domestic & General has implemented a new centralised knowledge management system, based on technology from Eptica.
By replacing paper-based sharing of information with the new system, called Fido, the intention is to make it easy for its 1,400 customer service agents to give consistent, fast responses to customer queries. They simply type questions into the web-based system, which then searches the knowledgebase and automatically delivers the right answers within seconds. The phased implementation started in 2011 and is scheduled to complete in Q1 2012.
“Fido really is helping us achieve our overall business objectives,” says Chris Briggs, head of customer service at Domestic & General. “Agents have really taken to the Eptica system and through its introduction we have been able to greatly improve our internal processes and reduce costs. Fido is now an integral communications and knowledge sharing tool, ultimately enhancing our interactions with our customers.”
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