Case Study: Danone

CUSTOMER PROFILE

Originally founded in France, Danone is a global health food company. With its Nutricia and Waters product lines, Danone is an established food and beverage brand name in Brazil. This contact center serves the company’s reseller and distributor partners in Brazil and handles complex questions and issues. They needed tools that provide consistent access and support, especially for newly remote teams. Implementing NICE CXone ultimately helped the Danone Brazil contact center shave days off the time it spends onboarding each employee and strengthen its reporting processes.

01 THE BEFORE

Before NICE CXone: Inefficient and Difficult to Use Tools

Danone was using a private branch exchange (PBX) telephone system that offered no support for digital channels, and the team found making changes to the interactive voice response (IVR) system difficult. The tool also lacked the ability to create and send customer satisfaction surveys, hampering Danone’s quality assurance approach. These issues were magnified when the team began working remotely in 2020.

02 DESIRE TO CHANGE

Searching for a comprehensive, user-friendly solution

In partnership with Belltech Brasil, Danone Brazil began evaluating different options available on the market. It wanted a user-friendly solution with reporting capabilities that could inform its overall strategic approach. Ease of onboarding was also important given the challenges a distributed team presented. Danone wanted a solution that simplified IVR adjustments and that could evolve with the company to integrate additional communication channels. While the current solution could be upgraded, the process would require additional hardware and investment to do so.

03 THE SOLUTION

Saving time and streamlining processes

Danone’s search for a new solution led to the NICE CXone cloud platform, which streamlined the process of onboarding remote agents, increasing accessibility and oversight for management. The amount of time needed to add a new agent to CXone was negligible, meaning productivity was not affected during the switch between solutions. No formal training was needed to bring the team up to speed, and the platform was fully online within a month.

Once the solution was in place, Danone implemented a new customer satisfaction survey to bolster its quality assurance approach. With CXone, the Danone teamed gained an easy-to-use dashboard that made it easy to uncover insights and apply learnings to the organization’s overall customer service strategy. IVR scripts were updated, with ongoing changes easy to implement as needed.

“Previously, we had basically an Excel sheet with survey results that we had to filter, and with CXone we have a full dashboard with useful, visual reports,” said Jonathan Oliveira, IT manager for Danone. “It was also a major benefit that we did not have to invest in additional hardware or systems to get this off the ground. With the cloud platform, we were able to get CXone up and running with what we have.”

04 THE RESULTS

Increasing efficiency and empowering agents

With CXone, Danone is saving days of process each time it onboards a new agent. With the previous solution, getting a new agent online took around 10 days; with CXone, the process takes mere minutes. Once in the system, those agents have supportive tools that empower them to provide exceptional customer service. Danone was also able to save resources previously needed for maintaining a VPN structure for remote agents; CXone’s cloud platform meant it was no longer needed.

CXone allows for expanded call-back options, meaning customers can be reached where it is most convenient for them, even if they initially called from a different phone number. The searchability of recordings of voice interactions within CXone also boosted productivity for agents, ensuring the quality and traceability of individual calls. Thanks to the cloud hosting approach, downtime for agents has been reduced drastically. “If we do experience a tech outage with CXone, we’re back online in just minutes,” Oliveira said.