Case Study: Global Imaging Giant achieves 15% better email resolution and 25% faster handle time with eGain Customer Engagement Hub

Global Imaging Giant Picks eGain Customer Engagement Hub to Sharpen Its Focus on Sales and Service

Founded in 1933, this global imaging giant—with over $45 billion in net sales and nearly 200,000 employees—runs a large US contact center supporting consumer and professional imaging products. The company needed to boost customer experience, operational efficiency, and personalized service, but was hamstrung by an unsupported, siloed knowledge base and disconnected systems that couldn’t deliver consistent, multilingual access across phone, email, self‑service and new digital channels.

After evaluating nine vendors, the company implemented the eGain Customer Engagement Hub in phased rollouts (SelfService, Mail, Knowledge, Chat, ClickToCall, Social, Virtual Assistant, Analytics) and migrated eight years of content in one weekend. Within three months they saw a 15% improvement in email first‑time resolution, a 25% reduction in handle time, a 12% drop in escalations, and a 10% jump in agent satisfaction in a single day, with more accurate, accessible knowledge and increased customer trust.