Otto was founded in 1949 in Hamburg by Werner Otto. The one-man business grew rapidly; home shopping was extremely popular in the post-war period. In the 70s, Germany was soon too small for Otto. The Dutch daughter was founded in 1979: Otto B.V. in Tilburg. Later, the US, Japan, India and China followed. The Otto Group today is one of the largest home shopping organizations in the world. Otto B.V.
stopped publishing its thick printed catalog in 2010. Since then, Otto B.V. is an online only player with a very extensive range in fashion, living and multimedia. The company invests a lot in its long-term relationship with its customers.
And these customers of course seek contact with the organization / customer service. OTTO receives approximately 1,000 e-mails every day with all kinds of questions regarding products, deliveries and payments. To steer all this in the right direction, a structured and automated approach is needed. Over the past few months, XQTING has been working hard with the OTTO project team to prepare for a switch to iAGENT, the e-mail handling solution from the German novomind.
Since March 2019, OTTO works with a hosted iAGENT solution; the supervisors and agents only use a browser. The incoming e-mails are categorized. This is done based on the e-mail address to which the message was sent, the information provided in the web form, or based on a combination of certain keywords that the system recognizes. Some emails get a higher priority than others.
When agents log on, the system offers emails from the category for which they have the necessary skills to answer them. The system ensures that no question remains unanswered, even when an agent is unexpectedly absent. By integrating with the CRM system developed by OTTO, the agent receives information about the sender and the title, name and personalized signature are filled in automatically. Resulting in important time savings.
Furthermore, the agent can rely on predefined text blocks; with a simple mouse click, the system adds the text at the indicated location. If the agent has to add information, iAGENT will indicate this by means of a special color code.
The supervisors can monitor the system. They have a view on the backlog, the agents and the SLAs. The Service Levels are defined per category and the supervisors can see where bottlenecks arise at a glance. With the extensive reporting, the supervisors have all the data to evaluate the operation of the customer service. Maëlle van der Meijden
, Project Coördinator iAGENT–project at OTTO: The collaboration with XQTING was very nice. We are perfectly supported during the entire project (both during the analysis phase and during the LIVE phase). XQTING responded quickly to our questions and searched for the right solution. iAgent is already used by our parent company in Germany and is therefore also very suitable for OTTO Netherlands. In the preliminary phase and during the implementation, XQTING took into account our wishes and the requirements that we previously had set for iAgent; resulting in a tailor-made system. We are very satisfied with the collaboration and recommend XQTING to everyone!