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Case Study: How PhotoBox Enhanced its Customer Experience


PhotoBox, the European market leader for customisable photo products, boasts 30 million customers across 12 countries.

Due to the personalised and emotive nature of the product, the company sees dramatic increases in website traffic during seasonable peaks including Easter, Christmas, Valentine’s Day, Mother’s and Father’s Day and other holidays.

During these periods the company can experience massive increases of up to 400-600% in website traffic, placing increased pressure on the business to deliver the high service standards expected by its customers.

With such extreme peaks in website traffic, PhotoBox needed to ensure its customer experience was robust enough to provide user continuity of service, regardless of the volume of demand.

Cloud solution and software provider Diabolocom was the choice for the PhotoBox team. Diabolocom’s technology offers seamless integration with existing software and CRM systems which was important for Photobox.

Another desirable feature for PhotoBox was to offer call agents the ability to enhance the customer experience with easily accessible client information. The Diabolocom system provides agents with client records prior to answering the call, allowing them to provide a truly personalised service.

The project began with a trial period of six months and Mike Massimi, Director of Customer Experience at PhotoBox group, couldn’t be happier with the results.

“We have been serving customers for 17 years so have a long-established reputation of high service standards that we strive to uphold,” said Massimi.

“Diabolocom understood the need to maintain these standards and was the first and only provider to be able to fully integrate with existing systems.”

“Diabolocom’s service offers smooth scalability of the solution over the voice channel, and seamless integration with the existing software environment, especially with Oracle. This integration was decisive in selecting Diabolocom.”

“The continuation of high-quality service to customers in peak times was also of specific consideration when selecting Diabolocom.”

“It is very important that the quality of service to customers is not affected when faced with increased demand. We expect the same high-level of service regardless of traffic. We found the agility and flexibility of Diabolocom a perfect match for this project.”

“We completed a pilot for six months and were immediately impressed with the Diabolocom offering. To provide more help to the agents, Diabolocom could ensure that the client record appeared before the call was answered. We wanted to ensure a personalised service despite serving 30 million customers.”

“Another advantage with Diabolocom is the accessibility for support. When I call Diabolocom, I do not deal with a third-party service, but with the people who know our teams and products personally,” Massimi concluded.

Frédéric Durand

Frédéric Durand

Diabolocom Founder and CEO, Frédéric Durand, said of the project, “We are delighted PhotoBox has chosen Diabolocom as its provider. The Diabolocom solutions are designed to work with client CRM and easily integrate into existing systems and this was key in the company’s decision to use our product.”

“We work with over 250 customers in 20 countries worldwide, but still pride ourselves on offering a bespoke service to customers and PhotoBox appreciated this level of support.”

To discover more about Diabolocom’s partnership with PhotoBox, take a look at the following video.

To find out more about Diabolocom, visit: www.diabolocom.com

For a set of best practices from the PhotoBox contact centre, read our article: 18 Things You Can Learn from the PhotoBox Contact Centre

Published On: 5th Jul 2018
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