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Get to Know: OpenMethods and How to Immediately Generate Savings from your Call Center

Nathan Joynt
CX Cloud Business Group

OpenMethods offers very compellingly, complete customer service solutions for customer support contact centers to meet and exceed their goals. They work with leading brands including Kohl's, Academy Sports, and even the IRS.

Their goal with their smarter service solutions is quite simple: enable a true omnichannel customer experience so service reps can offer the best service possible.

I sat down with CEO Gerrit Lydecker, during the 2018 Modern Customer Experience event to discuss his solutions in more detail:

OpenMethods

1.    What makes your technology so powerful and unique?

Gerrit: Nobody wants to buy point solutions anymore. They’re looking for omnichannel selling and servicing, and they want the latest technology in chat, virtual assistants, and AI. It doesn’t matter the phone system they use; if you have Oracle Service Cloud and Contact Center, we provide the CTI (computer telephony integration) and media bar to connect these phone systems and your CRM. The result is complete customer service solution that bolsters your investment in Service Cloud Contact Center as your CRM rather than bolting on other point offers from telephone companies.

2.    That’s great, so what are some of the results you’ve seen?

Gerrit: In short, we help make call centers more efficient. We are especially proud of the average handle time savings we help businesses achieve. Depending on the business, reducing handle time can translate into significant savings. For one company we did 62 seconds of average handle time reduction. We were told for this business, every 10 seconds of handle time reduction equated to a 50-headcount reduction.

So, these are unprecedented numbers. In fact, we've never deployed and got less than 30 seconds of average handle time savings. These are the hard cost-saving numbers, the real measure and value of integrating systems and data and getting the most out of Oracle Service Cloud with OpenMethods.

3.    That is very compelling. What else do you want people to know about OpenMethods?

Gerrit: With the savings we help businesses generate alongside Oracle Service Cloud, sometimes we can offset the cost of licensing Service Cloud completely. So, this is a fantastic win-win for the business across the board. They solve their challenges of delivering omnichannel experiences and meet their cost-saving goals. And then they get to leverage the most advanced customer service technology with Oracle Service Cloud and take advantage of future enhancements and emerging tech.

The Bottom Line

Most businesses accept that labor is the highest of their total call center costs. The implications of deploying modern, smarter service technology are that you can drive improvements overall in customer service and arrest labor costs. This is important too when you consider that overall call center volume is not decreasing across the board even though other emerging digital support and self-support models are increasing. For businesses going through these continuous customer service transformations, it may be even more critical to have reps focused on leveraging innovative technology such as AI. It’s also more reason to consider OpenMethods.

To learn more about OpenMethods, visit their website. Gerrit Lydecker also administers the Service Cloud user group on LinkedIn which currently has over 5,000 users. To get more information from him as well as learn best practices, please join the group.

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Comments ( 6 )
  • Justin Dillow Thursday, July 19, 2018
    You can also defer call traffic with well managed KBs and chat (more efficient since agents can handle more than one chat at a time).
  • Julie Thursday, July 19, 2018
    Sounds like a great product and solution
  • jitu mani das Friday, July 20, 2018
    Great info. I like the talk actually..keep posting.
  • Michael Locurcio Monday, July 23, 2018
    Great product and does what years of development could take to do in seconds!
  • Rhianna Albert Tuesday, July 24, 2018
    Love OpenMethods and working with them. They are a great addition to any service cloud implementation where the customer wants to have an omnichannel experience for their agents. Talk about a callcenter differentiator, hello happy Agents and customers! I love the point that Gerrit makes about offsetting the cost of licenses.
  • Ivan Abaitey Thursday, July 26, 2018
    We have been scouting for solutions like this. This article is an eye opener and we are actively going to find out more information. We currently want to provide great service but reduce cost.
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