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Christchurch's Ravensdown ramps up CX with new digital approach

12 May 17

Ravensdown is a Christchurch agricultural company that recently announced that its business model is undergoing a digital transformation.

The transition toward a digital, customer-focused business model is a move the company hopes will give them a competitive edge in the market.

To do this, Ravensdown picked up a number of end-to-end Genesys services, including its Customer Interaction Management, routing, e-mail and Interactive Insights solutions.

Greg Campbell, CEO, Ravensdown, comments, “we operate in a highly competitive industry where international players compete on price alone, so it is vital to stand out.”

“More than three-quarters of our sales are generated by long-term contracts, so it’s crucial to build and maintain these vital customer relationships.”

Campbell states, “Genesys provides us with greater analytical capabilities that enable us to provide a personalised experience while simultaneously predicting the future needs of customers.”

Ravensdown says that an evident change with an improved customer experience process is that inbound customer calls are dealt with more effectively – regardless of their channel, they can be answered promptly and by the right person.

“We’re now able to form a consultative relationship with our customers, ultimately helping the New Zealand agricultural industry progress.”

Campbell concludes, “morale is high and our team’s doing a fantastic job right across the business. Ravensdown announced a profit before tax and rebate figure of NZ $62 million for continuing businesses in the year ending 31 May 2016, compared with NZ $46 million in 2015.

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