Case Studies

Through our case studies series, read how IntelliResponse customers in both the commercial market and in higher education institutions are using Web Self-Service to deliver results. View any of these case studies to gain insight into how your organization can leverage the IntelliResponse Instant Answer Agent to enhance your web site – and to reduce customer service costs, gain important “voice of the customer” insights and increase revenue.

	Scotiabank - Small Business Banking | more info | view | add | email to a friend
Scotiabank is one of North America’s premier financial institutions. With over 57,000 employees, Scotiabank Group and its affiliates serve approximately 12 million customers in 50 countries around the world. Implementing IntelliResponse for the bank’s Small Business division enabled them to achieve the following results. Reduced email volume by 20% ROI in first month Provided ideas for
	Leading Telecommunications Provider | more info | view | add | email to a friend
This telecom provider is one of the largest telecommunications companies on the continent, serving the home and business Internet needs of millions of subscribers.
	Enbridge Gas Distribution | more info | view | add | email to a friend
Enbridge Inc. is a leader in energy transportation and distribution in North America and internationally. Enbridge Gas Distribution is owned by Enbridge Inc., and has a 160-year history as Canada's largest natural gas distribution company. Enbridge owns and operates distribution services in Ontario, which distribute natural gas to more than 1.9 million customers. With IntelliResponse, they have achieved the following business benefits Currently experiencing 97% accuracy, delivering “One Right Answer” to customer on-line questions Consistent customer experience across service channels Valuable “Voice of the Customer” data Reduced customer service costs & enhanced customer satisfaction
	Budget Truck Rental | more info | view | add | email to a friend
Budget Truck Rental, a leader in the U.S. consumer and commercial markets, uses IntelliResponse as the web self-service tool to provide instant answers to customer questions. The following is just a short summary of the solid financial benefits they gained by using the IntelliResponse Instant Answer Agent. 98.5% of all visitor questions answered with 1 right answer Email volumes down 74%, telephone queries down 28% Online conversion to bookings increased by 35% in the first 45 days ROI in first 2 months $875,000 savings in first 7 months Business improvements resulting from visitor insights captured in 24x7 research agent -(i) identified new product opportunities such as trailer rentals, (ii) identified need to move online booking engine to home page
	ING Direct - First Call Resolution | more info | view | add | email to a friend
ING Direct, a leading provider of branchless direct banking has over 1.6 million clients, employs over 900 people and has over $27 Billion in assets. ING was suffering from a high escalation rate at their customer service contact center, calls to second-level supervisors became a routine occurrence. Implementing Agent Answers from IntelliResponse enabled them to achieve the following results Reduced first-level call escalations by 33% – virtually immediately Escalation continued to drop by 49% in one year and continues Resolution of common training dilemmas were resolved Director’s time was freed up for more strategic activity
	Scotiabank - Web Self Service | more info | view | add | email to a friend
Scotiabank is one of North America’s premier financial institutions. With over 57,000 employees, Scotiabank Group and its affiliates serve approximately 12 million customers in 50 countries around the world. Implementing IntelliResponse for the bank’s Small Business division enabled them to achieve the following results. Reduced email volume by 20% ROI in first month Provided ideas for

	Temple University | more info | view | add | email to a friend
Temple University is a comprehensive public research university with more than 34,000 students, and is the 6th largest provider of professional education in the United States. IntelliResponse deployment results include: Answered nearly a quarter of a million questions since implementation two years ago  Saved almost 20,000 hours of work for admissions staff - equates to about 6 full-time staff  Capturing every question asked allows Temple University's various departments to offer optimal service and satisfaction
	Athabasca University (AU) | more info | view | add | email to a friend
Athabasca University (AU) is Canada's leading distance-education and online university with over 37,000 students per year, following a period of rapid growth which has seen enrollment double over a six-year period. IntelliResponse deployment results include: $5 saved for every $1 invested in IntelliResponse – 500% ROI Over 1 million questions asked since go-live in 2003 20,000 queries per month with over 95% answered with One Right Answer Total queries have risen 52% in last 4 years, but staffing has increased by only 13% due to IntelliResponse Emails virtually eliminated Quality of staff interactions with students increased due to elimination of repetitive questions – average call time has increased by 31%
	The University of British Columbia (UBC) | more info | view | add | email to a friend
Ranked among the 40 best universities in the world, The University of British Columbia (UBC) has over 45,000 students enrolled. IntelliResponse deployment results include: 84% of all student questions answered with 1 right answer 24x7 Over 2 million questions asked 85% reduction in email volumes, facilitating dramatic improvements in level and quality of live interactions by student services staff 25 headcount savings in future staff needs
	Cincinnati State Technical and Community College | more info | view | add | email to a friend
Cincinnati State Technical and Community College offers programs to nearly 14,000 students from the Tri-State and 49 countries. IntelliResponse deployment results include: 98% of questions successfully answered Savings of 204 hours of work per month for the already busy staff. Guaranteed consistency of the responses and tone, something almost impossible to achieve over the telephone