FNB case study


FNB is now one of the largest sellers of IT
equipment to consumers in South Africa.

FNB devices & Sim cards can be purchased via the FNB Sales Center, online or by walking into a FNB Dot Store or FNB Branch. When customers purchase their device or sim card from FNB the installments are interest free over the payment terms that are in place.

The Brief


For enterprises that want to introduce meaningful innovation to their organisation, there are a number of challenges impeding them.

  • The time to contact customers for their preferred addresses was slow and not always done by trained customer service agents.
  • Delivery times were delayed and estimated delivery times were inaccurate.
  • Any escalations were not handled quickly and were not following FNB’s customer first service either.
  • FNB were receiving a lot of complaints based on the service delivered by the third party supplier.

FNB wanted us to solve these problems as well as innovate on how to constantly improve their customer service.

The objectives


There were three major objectives that
Digital Planet would fulfill for FNB:


The objectives

There were two major objectives that Digital Planet would fulfill for HP:


1

Modernise and Upgrade the store, mainly improving the website aesthetics and user experience


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How we achieved our objective
  1. Quick Processing

Our first goal was to eliminate any slow and inaccurate processes within the existing environment. We believed that many of the time delays related to moving data around and accessing it within the call centre environment.

Their existing supplier of these goods was not a consumer facing organisation but rather a wholesaler and as a result was not geared for customer service and delivery to the end consumer.

Our initial development was to standardise the incoming orders so that we could upload the orders in seconds into our order workflow and call centre system. The files were sent to us on a daily basis. This resulted in large peaks and troughs in our daily call volumes as large files were received once or twice a day. We had to staff up in order to deal with this peak demand.

Stage two was full integration so that as soon as a customer is approved, we will have access to the order and contact the customer. Once full integration was achieved, we eliminated the peaks and troughs of work and as a result were able to make first attempted contact to the customers within 4 hours on average.

After the successful integration of the order uploads, we developed a delivery address confirmation tool also known as our self service portal, which allows customers to update their addresses at their own leisure. This link also features an FAQ section as well as a track & trace update daily from the courier.

We also recognised that for special deliveries, we needed something more real-time and variable. As a result, we built up a fleet of VIP drivers whose roles are to handle any special deliveries. This enabled us to deliver some packages in a matter of hours where the standard courier process would be within 24 hours. Once this service was implemented, compliments and escalation resolutions were easy.

2

Optimise Workflow so the online store orders ship quicker and more accurately


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How we achieved our objective
  1. Eliminate Customer Uncertainty

Many customer complaints were related to the communication of the order process to the customer. Our team has extensive expertise in managing this process due to our e-commerce experience. We have built a full communications stack designed to deal with e-commerce orders. It starts with our sms protocols which keep the customer informed of the right information at the right time. This is integrated with our self service portal which allows the customer to update all their information, view our FAQs as well as get real time updates on their orders.

We improved the IVR messaging and also reduced the amount of phone numbers and email addresses where people could contact us. We increased the staff on the desk which meant shorter waiting times and less frustration for customers calling us. It meant we had to multiskill our agents more but the customer found it really easy to get any answer they wanted without being passed around.

3

Drive more sales through an email and SEM campaign via its online portal. Increase The Gadget Shop subscriber database


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How we achieved our objective
  1. Efficiency

The challenge with phoning customers for their address is that contactability during a working day is around 60%. This meant we had multiple calls in order to contact customers and they, in many cases, phone us which costs them time and money. Capturing of addresses over the phone is also not always 100% accurate. To solve this, we used our custom designed Communication and Technology stack so customers could capture their own addresses via smartphone or web. It includes an OTP in order to maintain security.

When it came to the actual delivery of the product, we believe that it can’t be a one-size-fits-all solution. We had escalations which needed to be dealt with, special customers and special requests.

We are fully integrated into our couriers which allows for real time updates and maximum speed. We also have extensive knowledge of which courier to use in which situation which means faster and happier outcomes.. We achieved over a 85% next day delivery success rate.

How we achieved our objective
  1. Quick Processing
 

Our first goal was to eliminate any slow and inaccurate processes within the existing environment. We believed that many of the time delays related to moving data around and accessing it within the call centre environment.

Their existing supplier of these goods was not a consumer facing organisation but rather a wholesaler and as a result was not geared for customer service and delivery to the end consumer.

Our initial development was to standardise the incoming orders so that we could upload the orders in seconds into our order workflow and contact centre system. The files were sent to us on a daily basis. This resulted in large peaks and troughs in our daily call volumes as large files were received once or twice a day. We had to staff up in order to deal with this peak demand.

Stage two was full integration so that as soon as a customer is approved, we will have access to the order and contact the customer. Once full integration was achieved, we eliminated the peaks and troughs of work and as a result were able to make first attempted contact to the customers within 4 hours on average.

After the successful integration of the order uploads, we developed a delivery address confirmation tool also known as our self service portal, which allows customers to update their addresses at their own leisure. This link also features an FAQ section as well as a track & trace update daily from the courier.

We also recognised that for special deliveries, we needed something more real-time and variable. As a result, we VIP drivers whose roles are to handle any special deliveries. This enabled us to deliver some packages in a matter of hours where the standard courier process would be within 24 hours. Once this service was implemented, compliments and escalation resolutions were easy.

The Process

Customer Satisfaction. When we started the project, there was a complaints ratio of 0.3 complaints per order. Effectively 1 in 3 orders was resulting in a complaint. We wanted to reduce this to 0.1 complaints per order within 6 months.

Once the sale has been successfully vetted, the order will filter through the contact center systems in order for a customer care agent to contact the customer and update their delivery address. After the address has been updated, the order will move to the warehouse to pick, pack & dispatch the order to the courier.

How we achieved our objective
  1. Eliminate Customer Uncertainty
 

We have a dedicated customer care team which handles track & trace queries and technical queries to assist customers via calls and emails.

We improved the IVR messaging and also reduced the amount of phone numbers and email addresses where people could contact us.

We increased the staff on the desk which meant shorter waiting times and less frustration for customers calling us. It meant we had to multiskill our agents more but the customer found it really easy to get any answer they wanted without being passed around.

How we achieved our objective
  1. Efficiency
 

The challenge with phoning customers for their address is that contactability during a working day is around 60%. This meant we had multiple calls in order to contact customers and they, in many cases, phone us which costs them time and money. Capturing of addresses over the phone is also not always 100% accurate. To solve this, we used our custom designed Self Service Portal so customers could capture their own addresses via smartphone or web. It includes an OTP in order to maintain security.

We are fully integrated into our couriers which allows for daily updates to maximum speed. We also have extensive knowledge of which courier to use in which situation which means faster and happier outcomes.. We achieved over a 80% next day delivery success rate.

The Results


This was an incredibly successful deployment. We exceeded all of our stated objectives and improved our customers market perception and service delivery.

  • Reduction in speed of contactability and delivery (80% in 3 days to 80% in 1 day)

  • Reduction in the first time contact (80% within 24 hours to 95 % within 4 hours)

  • Reduction in first time delivery (80% within 3 days to 80% next day)

  • Reduction in speed of contactability and delivery (80% in 3 days to 80% in 1 day)80%
  • Reduction in the first time contact (80% within 24 hours to 85% within 4 hours)85%
  • Reduction in first time delivery (80% within 3 days to 85% next day)85%


Customer satisfaction & escalations

From when Digital Planet took over the service deliveries for FNB, the customer complaints were dramatically reduced. Our customer service team ensures that all queries are handled within a one-hour response time. All serious escalations in Gauteng are delivered same day by our VIP driver.