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Observe.AI > Case Studies > Emtek Supercharges Client Care Teams with IoT Solution
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Emtek Supercharges Client Care Teams with IoT Solution

Technology Category
  • Analytics & Modeling - Natural Language Processing (NLP)
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Education
Applicable Functions
  • Quality Assurance
  • Sales & Marketing
Use Cases
  • Inventory Management
  • Supply Chain Visibility
Services
  • Training
The Challenge
Emtek, a global leader in door opening solutions, faced a significant challenge in improving the training of its agents and making data-driven decisions to enhance customer care. The company's call auditing process was slow and tedious, limiting the Quality Assurance (QA) team's ability to provide timely feedback to agents. Evaluating a call required the QA team to manually review a randomly selected call from the call recorder base, a process that took at least twenty minutes. The situation was further complicated when the team went fully remote due to COVID-19. Despite having a well-equipped 80-person support team, Emtek lacked visibility into how agents were performing remotely, leaving their customer service teams in the dark. The company needed a solution to better understand their customer experience and improve agent performance.
About The Customer
Emtek is a division of ASSA ABLOY, the global leader in door opening solutions. Founded in 1994 and headquartered in Stockholm, Sweden, Emtek is dedicated to satisfying end-user needs for security, safety, and convenience. The company had an 80-person support team that was well-equipped with at-home infrastructure. However, they lacked a Quality Assurance (QA) team and needed a way to coach agents on how to better understand customer needs and improve their caliber of customer service.
The Solution
Emtek adopted the Observe.AI platform to boost agent coaching and enable agents to better understand performance scores with data-driven feedback. The primary focus of the platform was to determine call drivers, understand unmet needs, and gain visibility into the conversations that were taking place. Once implemented, Emtek started to uncover areas of improvement, such as identifying agents who needed more coaching and understanding what top performers were doing to deliver an exceptional customer experience on calls. Observe.AI enabled Emtek to move away from manually listening to calls and instead focus on understanding the rationale behind product returns and whether returns were due to a service error or a change in customer preference. The platform also provided sentiment analysis, which helped agents understand how to improve their soft skills, such as their tone, to up-skill the team.
Operational Impact
  • With the implementation of Observe.AI, Emtek significantly improved its operational efficiency and agent performance. The platform reduced the time it takes to evaluate calls by more than 25%, while delivering 4X more feedback to an agent each month. This not only reduced costs but also provided agents with more personalized, timely coaching. The platform's sentiment analysis feature helped agents improve their soft skills, such as their tone, to up-skill the team. Emtek's customer service team is now better equipped to deliver more efficient and rich call audits, boosting the employee experience (EX) and customer experience (CX) for the better.
Quantitative Benefit
  • 100% of calls monitored and analyzed
  • 4X more feedback per agent per month
  • 25% improvement in QA efficiency

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