Wishing to exploit the growing advantages provided by the Internet, the company explored the possibility of creating a web-based self-service portal to enhance interaction with customers.

The company is now implementing the on-line versions of SelfService and Chat customer service and knowledge management software supplied by eGain. These are designed to provide self-service and live assistance through web-based contact with clients.

Creditsafe is additionally looking for improved agent efficiencies and increased customer loyalty, while reducing pressure on its call centre agents. This will then allow them to spend more time on other duties, which include subscription renewals, cross-selling and telesales.

The company currently has over 25,000 customers in the UK and reducing the number of incoming calls was identified as key in improving productivity across both customer service and sales functions.

Rhydian Perry, CRM director for Creditsafe UK, said: ‘We soon found our agents were spending a disproportionate amount of time dealing with issue-based queries often of a similar nature, and wanted to better allocate our resources. eGain’s self-service solution made perfect sense, not only to provide our customers with a broader choice of service method, but to also direct a large number of telephone queries to the web portal, enabling agents to concentrate on resolving more complex customer enquiries and dedicate more time to adding value to the business.’