Ireland’s biggest bookmaker, Paddy Power, is delivering email response times of less than an hour to all customers, following the implementation of nGen Email from nGenera Customer Interaction Management (CIM). As part of its commitment to online customer service, Paddy Power has also introduced live chat assistance on the www.paddypower.com website, powered by nGen Chat, to offer customers rapid and highly personalised responses to any query.

Paddy Power implemented nGen Email in February 2008, across its 65 person strong customer service team. The solution is enabling agents to significantly reduce email response times and improve the accuracy of information provided through advanced email management features, including intelligent routing rules that direct emails to the most appropriate agents, spell check and pre-written suggested responses.

Using nGen Chat, a single agent can hold up to six live assistance sessions simultaneously in order to handle customer queries in real time via their website. As a result, customers no longer have to contact Paddy Power by telephone to check last minute information, such as the odds for a horse race just before the start.

The comprehensive reporting system within the nGenera CIM Suite is also providing Paddy Power’s management team with a real-time view of its email and live chat customer service, enabling the company to accurately measure Service Level Agreements and agent performance for the first time.

According to Darren Lovern, Online Operations Manager for Paddy Power: “Paddy Power has made the strategic decision to move more customer service online, recognising that email and chat can be highly effective and cost efficient communication channels. Using the tools provided by the nGenera CIM Suite we can maximise customer satisfaction across these channels, and deliver highly competitive SLAs.”

Following the success of nGen Email and nGen Chat, Paddy Power is planning to integrate nGen Knowledgebase into its customer service operation in Q1 2009. The knowledgebase system will enable any customer service agent to log-in and access a comprehensive library of up to date information through a flexible portal, to ensure accuracy and consistency of responses across all channels.

“The gaming and gambling market is fast-paced and highly competitive, so rapid and effective customer service is vital to maintain customer loyalty and minimise user frustration,” commented Matthew Haines, European Managing Director of nGenera CIM. “By taking advantage of customer interaction management tools, companies like Paddy Power can provide an exceptional service to customers across the channels of their choice.”

The contract between Paddy Power and nGenera CIM was secured by IT Solutions, an nGenera CIM partner and leading Irish provider of customised telephony and web-based solutions to contact centres.

Published on: 10:16AM on 15th April 2009