Case Study: Elkjop achieves a unified omnichannel customer experience and faster, personalised service with Verint Systems

Elkjop Delivers an Inspiring Customer Experience Across All Channels with Verint

Elkjop, the largest consumer electronics retailer in the Nordics with 11,000 employees and 400 stores across six countries, needed to modernize its contact centres to meet mobile, multichannel customer expectations. Legacy technology and fragmented processes limited agility, data use and the ability to handle surges in enquiries, so the company sought a more connected, automated engagement strategy.

Elkjop partnered with Verint to deploy Employee Desktop, Case Management, Email Management, Live Chat and Knowledge Management, integrated with EPOS and analytics to give advisors a single, near–real-time view of customers. The unified platform enabled faster, more consistent multichannel service (supporting up to five million enquiries a year), improved customer satisfaction and loyalty, and provided the flexibility to reallocate resources and scale service across brands and markets.

Elkjop

Tobias Zackrisson

Business Development Manager