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.
Insight Enterprises, Inc. is a global Fortune 500 Solutions Integrator helping accelerate transformation by unlocking the power of people and technology. We architect, build and manage solutions for complex IT environments. Our digital transformation services include deep expertise in cloud, data, AI, cybersecurity and intelligent edge, augmented by longstanding relationships with 6,000+ technology partners. By quickly and effectively delivering best-fit solutions, we help our clients simplify modern business processes to improve customer and work experiences, business intelligence, efficiency and growth. We’re rated as a Great Place to Work, a Forbes Best Employer for Diversity and a Forbes World’s Top Female-Friendly Company. Discover more at insight.com. NSIT-M
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