By deploying a cutting edge customer contact centre for Cuisine de France, eircom has helped the company enhance its customer contact experience, boost workforce productivity, reduce management costs and increase profitability.

1. Cuisine De France
Case Study Contact Centre Solutions

2. 2 Case Study - Cuisine de France
Overview
By deploying a cutting edge customer contact centre
for Cuisine de France, eircom has helped the company
enhance its customer contact experience, boost workforce
productivity, reduce management costs and increase
profitability.
Cuisine de France is the number one supplier and manufacturer of
freshly baked bread and confectionery products to retail multiples,
forecourt and convenience, independent and foodservice clients in
Ireland and beyond. It is also the leading solutions provider to the
food-to-go market in both frozen and chilled sectors and spans a
portfolio of market leading brands.
Building a responsive, dynamic telephony
infrastructure
With the move to a purpose-built manufacturing and national
distribution centre in Grange Castle, Dublin, Cuisine de France
undertook a major project to update its contact centre processes,
moving away from a manual dial, process heavy, crowded
environment to an automated system. After a lengthy tender
process involving a number of suppliers, site visits, lab tests and
customer testimonials, Cuisine de France chose eircom to deploy a
contact centre solution based on a Cisco technology platform.
Enhancing the customer contact experience
Sophisticated inbound and outbound routing technology now
allows customers to be automatically directed to their “preferred”
agent. “Using Cisco IP Interactive Voice Response (IVR), we
integrated the application into Cuisine de France’s customer
database, ” explains Andrew O’Kelly, Director of Business Solutions
for eircom. “Using this functionality, telesales agents can add
real value with detailed knowledge of the customer account and
specific needs, ” he added.
The net effect has seen a 30% increase in time spent on each
call from an average of 1 minute to an average of 1 minute 49
seconds, supporting one of the company’s key metrics of building
customer relationships.

3. Case Study - Cuisine de France 3
“We chose eircom as we
were confident of their
ability to help us achieve
maximum return on our
technology investment.
Their in-depth knowledge
of our business challenges
supports our belief in
cutting-edge technology
as a driver of value
creation within the
business. ”
Brian Nealon
IT Director
Cuisine de France

4. 4 Case Study - Cuisine de France
Driving workforce
productivity
The eircom team also performed a number of
other innovative modifications which help to
drive workforce productivity.
• Auto dialling allows each agent to make contact with their set
of customers at a time that is most convenient for them. 70%
of customers are now proactively contacted, representing an
increase of 15%.
• The wait time for inbound calls has been reduced from 142
seconds to an average of 18 seconds using a prioritisation
system for inbound calls.
• Once connected to an agent, a customer screen pop
automatically appears providing detailed order history. This
allows the agent to concentrate on specifics, ensuring that the
customer’s needs are fully met.
• Abandon calls have reduced from a high of 11% to a low
of 0.89%. Abandoned caller ID’s are routed to an agent for
processing.
• Cuisine de France can now record and play customer-
specific promotional messages during wait times. Using a
Text to Speech engine, the company can pre-record in-house
with a specially developed database dips customising each
promotional message.
Enhancing profitability and reducing costs
Sophisticated call reporting provides a collection of real-time and
historical data allowing managers to directly monitor activity both
desk side and remotely. The reporting function also identifies
inconsistencies between staffing levels and call patterns. In-depth
analysis helps management to avoid over or under capacity and to
make informed decisions regarding contact handling procedures
and technology investment.

5. Case Study - Cuisine de France 5

6. Overview
eircom solution at a glance
• The contact centre solution was • Screen pop ups with full order history
designed by eircom and built on are enabled via Cisco Agent Desktop
Cisco’s Unified Contact Centre (CAD) using a keystroke macro
Enterprise. capability which integrates with
Cuisine de France’s proprietary client
• Cisco IP Interactive Voice Response
database.
(IVR) has been integrated with Cuisine
de France’s customer database • The solution positions Cuisine de
providing powerful call routing France to take advantage of future
functionality, directing each call to the expansion opportunities within
preferred customer service agent. existing and emerging markets.
Get in touch
To find out how eircom contact centre solutions
can benefit your business, please contact your
eircom Account Manager.
www.eircomforbusiness.ie