Case Study: Rust-Oleum achieves faster, more efficient omnichannel customer service with eGain

Company Seals Customer Service Reputation with a Multichannel Customer Engagement Hub

Rust-Oleum, a nearly century-old leader in protective paints and coatings and part of RPM International, needed a modern way to manage a growing volume of customer interactions across email, phone and web channels. As products and contact methods proliferated, the company sought an integrated, cost-effective platform that would improve email routing, handling and response times while deepening integration with its Cisco phone system and providing unified administration, SLAs and analytics.

Rust-Oleum selected eGain’s Mail and Chat components from the eGain for Cisco suite, enabling seamless integration of Cisco Unified CCX, email and chat on a single omnichannel hub. Deployment was quick, starting with email, and delivered measurable benefits: improved customer satisfaction, easier routing and tracking of emails, enhanced agent efficiency through built-in knowledge and workflows, reduced response times, and richer analytics for volume, agent performance and scheduling—with scope to add more channels in the future.

Rust-Oleum

Brad Hillebrand

Director of Enterprise Technology