Banzai

Ensuring eCommerce runs efficiently with a personal touch

Spectacular growth propelled Banzai. Having started out selling IT products, they have the largest share of the lucrative Italian white goods market with 70 collection points in 60 towns.

On average, Banzai serves more than 18 million customers every month, fulfilling over one million orders with a combined value of €160 million. This success owes much to a decision made four years ago when the company chose to merge logistics, distribution and customer service.

Banzai sought to merge two independent websites, the ePrice and Saldiprivati eCommerce sites on on to one platform to streamline customer journeys through all stages: selection, purchase and home installation, turning to Genesys solutions to unite platforms.

Benefits

  • Improved NPS through personalised customer service
  • Full control over KPIs, escalations and recalls
  • 50% reduction in wait times %
  • 15% increase in agent productivity

Challenges

  • Move to multichannel contact centre
  • Distribute work more fairly and efficiently
  • Drive customer loyalty

With Genesys, I can measure everything. We have halved the waiting times for phone calls and e-ticket answers. So less people abandoned the queue. And our agents are 15% more productive.

Alessandro Cernigliaro, Chief Operating Officer, Banzai

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