Echopass Performs Call Center ''Makeover'' for ULTA Salon, Cosmetics & Fragrance
Echopass Call Center On-Demand integrates with RightNow CRM(TM) to significantly improve ULTA's customer service quality; 95 percent of customer issues now resolved within 24 hours
PLEASANTON, CA - January 18, 2006 -Echopass, the call center industry's only service provider of on-demand, always on, guaranteed and end-to-end solutions, today announced that ULTA Salon, Cosmetics & Fragrance has dramatically improved call center operations by implementing the Echopass Call Center On-Demand service. Echopass has enabled ULTA to provide faster, more complete and more personalized customer service by seamlessly linking ULTA's existing RightNow customer relationship management (CRM) application with Echopass' call center operations and infrastructure.
By providing a complete set of customer information on the screens of ULTA call center agents, the Echopass service has helped ULTA achieve some immediate results. ULTA has reduced customer wait times from an average of three and a half minutes to 45 seconds and now achieves resolution on 95 percent of all customer issues within 24 hours.
Growth Requires a Sophisticated Solution
ULTA, which provides cosmetics, fragrances, skin and hair care products, as well as a full range of salon services through 160 stores in 21 states plus an e-commerce store (Ulta.com), turned to Echopass for help when company executives realized that inbound contact from customers and in-store personnel had become increasingly complex and difficult for ULTA to manage.
“As our company began to grow, we became increasingly concerned with the fragmented nature of our call center and cyber store email support service, as well as the high levels of dropped calls. At the same time, we were keenly aware that we needed outside expertise to resolve this problem,” said Ron Brown, director of Service and Communications,ULTA. “ Enlisting the call center expertise of Echopass to implement an on-demand, always-on, guaranteed, end-to-end solution that also leverages our existing RightNow functionality has increased our service quality across all touch points -- including reducing abandoned calls from 25 percent to seven percent.”
Improved Service Levels
ULTA's new call center infrastructure powered by Echopass Call Center On-Demand delivers improved customer service levels by:
-- Enabling agents to efficiently field both phone and e-mail requests through a single PC screen interface, eliminating the need for third-party service assistance and intervention
-- Leveraging voice over IP (VoIP) with soft phones at each workstation to route incoming calls directly to ULTA agents, eliminating the need for a company operator to perform switchboard operations
-- Adding self-service capabilities so customers can quickly obtain answers to routine questions such as store hours and directions, dramatically decreasing the volume of inbound calls and improving customer wait and service time
Additionally, the on-demand Echopass EchoSystem(TM) is completely scaleable. When ULTA adds other communication channels such as Web chat or fax, the Echopass EchoSystem service integration platform can quickly provide the necessary enhancements and added functionality. This flexibility was another driver of ULTA's decision to partner with Echopass.
Exceptional ROI Achieved
During the initial months following deployment, ULTA experienced higher than expected performance levels with its integrated call center/CRM solution, including:
-- Resolution of 95 percent of customer issues within 24 hours
-- Reduction of inbound customer calls by 36 percent, due to addition of "self-service" capabilities for managing routine queries, such as store hours and directions
-- Reduction of abandoned call counts from 25 percent to seven percent
-- Improved reporting features enabling better staff scheduling and more effective service level management
“Echopass Call Center On-Demand is a highly scaleable, reliable service especially suited for growth companies like ULTA needing simple solutions to resolve complex call center issues,” said Vin Deschamps, CEO of Echopass. “Our On-Demand, hosted model is designed to provide important customer service capabilities like intelligent queuing, customized routing, screen pops and interactive voice response, and also to quickly add new features and agent capacity on an as-needed basis. Our fully integrated, customized EchoSystem platform supports our customers' evolving call center needs through guaranteed, always-on service that we promise on a daily basis.”
About ULTA Salon, Cosmetics & Fragrance
Headquartered in Romeoville, Ill., ULTA opened the doors to its first store in 1990. Today, ULTA has 153 stores in 21 states, and has developed its own private label line of 80 eye shadows, 80 nail enamels and over 170 lipstick shades, along with an ULTA skincare and bath & body line. For additional information, please visit www.ulta.com or call 800.968.5823 to find the store nearest you.
About RightNow Technologies
RightNow (NASDAQ: RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow's acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,400 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
About Echopass Corporation
Echopass Corporation provides advanced IP-based call and contact center solutions as a service for mid-to-large enterprises and government agencies through its unique EchoSystemT service integration platform. Only Echopass delivers the promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies. Echopass managed solutions are quick to deploy, easy to use, flexible, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of the Red Herring Top 100 Companies award. The company is headquartered in Pleasanton CA. For additional information, please visit www.echopass.com or call 1-888-622-5345.
PRESS CONTACT:
Citigate Cunningham
Scott Malinowski
(617) 374-4223
SMalinowski@citigatecunningham.com
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