Insight’s Online Experience for Clients Earns Oracle Marketing Award
Virtual assistant application on Insight.com given the Upshot Award for Best Demonstrated ROI in Service at 14th annual Markie Awards
TEMPE, Ariz., August 7, 2020 – Insight Enterprises (NASDAQ:NSIT), the global integrator of Insight Intelligent Technology Solutions™ for organizations of all sizes, was named the winner of the Upshot Award for Best Demonstrated ROI in Service at the 14th annual Markie Awards, a virtual event hosted by Oracle on Aug. 4.
The award represents the company that delivers an outstanding digital service experience to clients while demonstrating the effective use of analytics to gain unique insights into buyer needs. Insight has made significant investments in digital marketing platforms – including Oracle Service Cloud, Oracle Virtual Assistant (OVA), Oracle Human Resources Information System and Order Management software – to meet organizations where they’re at on their buying journeys and simplify their approach to digital transformation.
“The need for digital connections is essential, particularly this year as the call to social distance has challenged all of us to rethink how we interact with our clients,” said Amy Protexter, senior vice president of marketing, Insight. “This brings new demands – and opportunities – to create convenient services through digital commerce, and we’re highly focused on personalizing that as much as possible. We’ve reimagined our website to provide users more self-service options, content that’s consistent with their needs, and quicker responses when they want our help. Oracle’s innovative platform helps make that happen for us.”
In the past three years, Insight has expanded automated chat capabilities on insight.com from three agents and two queues to 40 agents spanning 14 queues in three countries, plus implemented its conversational agent (i.e. chatbot) called Emily Grant to supplement the live customer-service support. Built on Oracle B2C Service and OVA solutions in partnership with Apex IT, Inc. and IBU, Insight’s virtual agent can store shopper data to predict future behavior, and the chatbot experience guides users through basic problem solving and secure payment processing for a streamlined e-commerce experience.
In 2019, Insight’s marketing team converted thousands of leads through virtual chat. Insight’s conversational agent has achieved a 47% deflection rate, allowing account representatives to focus their time on personally addressing clients’ more complex needs.
The Oracle OVA dashboard also prioritizes order status and account representative inquiries by prevalence. Consequently, this year, Insight’s digital customer engagement team has embarked on a full redesign of chat features across its e-commerce portals and public-facing websites, plus deeper systems integration between the OVA and internal sales and marketing systems, to automate further and create a more seamless customer experience.
Today, every business is a technology business. Insight Enterprises Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of Digital Innovation, Cloud + Data Center Transformation, Connected Workforce, and Supply Chain Optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our employees help clients innovate and optimize their operations to run business smarter. Discover more at www.insight.com. NSIT
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