Chapter 3: WHERE WE SHINE

Akixi is the ideal solution for small and highly distributed businesses where customer calling engagement is essential

We have a strong footprint in small businesses (up to 300 employees) but equally in large companies which operate a franchise, branch, or distributed retail model. We serve many businesses in the hospitality, retail, healthcare, and financial services sectors, helping them to generate Revenue and deliver excellent customer service.

<span id="topic-1">Use Cases</span> 

Akixi increases revenue in national takeaway chain

Having adapted its business model to include a takeaway service, a chain of chicken restaurants knew it was losing calls for takeouts but didn’t know how many or where. With an average order valued at £20, it was important to capture every call.

With Akixi, this restaurant chain discovered it was losing 60% of calls into its takeaway business, resulting in tens of thousands of pounds in lost revenue daily! The company used Akixi to analyze the customer call journey, identify where calls were being lost, and put KPIs in place. It took a few attempts to get it right, but each time an adjustment was made to the call journey, they used Akixi to measure the improvements until they perfected their call routing.

Akixi improves the patient experience in a community healthcare facility

A community healthcare facility had a key focus and KPIs based on improving their patient experience, following a recurring issue identified with long call answer times when patients are trying to get help at a time of need. The practice wanted to achieve a situation where no patient would be waiting for more than two minutes for an answer.

With the Akixi solution in place, the practice team could identify trends and patterns in its call traffic and understand peak busy times when the team was under-resourced and quieter periods when the team was not being used effectively. They were able to use these insights to schedule staff breaks more effectively whilst highlighting when resources needed to be purely focused on answering patient calls. As a result, the practice achieved its answer performance goal and improved the patient experience by understanding their business better and utilizing existing resources more effectively. Akixi helps quick-service restaurants to serve more customers and increase revenue.

A quick-serve restaurant chain was delivering poor service to its customers

With Akixi in place, the business could identify the problem stores and determine that two factors caused the issue: calls being missed or answered but being put on hold and then abandoned. This was due to the restaurants not having the appropriate resources in place at the right time and a lack of employee training on managing high volumes of incoming calls effectively.

As a result of this insight, changes were made to ensure the phones were sufficiently covered during busy periods. With the real-time ‘Recapture Lost Callers’ report, employees could return any missed calls and take the order. Alongside this, the business set new KPIs for store managers to maintain good standards.