case study
Making Stronger Connections
Neuf, a French communication service provider, increases revenue and improves site abandonment with ATG Click to Call.
TH E C H A LLEN GE: Neufs Web site, Neuf.fr, has become the second biggest sales channel for the company, but was experiencing high abandonment rates. Neuf needed to increase online conversions and improve their customers experience.
Click to Call allowed us to develop a premium relationship with our prospects. From now on, our call center agents will be there to guide our customers and answer all of their questions about Neufs products and services. Grald Perez, Internet and e-Commerce Manager, Neuf
TH E S OLUTION: Opting to deploy Click to Call on strategic pages throughout the online sales path, Neuf gave online prospects the ability to speak directly with a call center agent in the event that they were having trouble completing their transactions online. TH E R E S U LT: Neuf has increased revenue by 10 percent and has experienced a decrease in Web site abandonment on the companys form-based enrollment page. TH E STORY A subsidiary of the Neuf Cegetel Group, the largest alternative telecommunications provider to France Telecom, Neuf provides a suite of IP services to the public, including 1.3 million ADSL and mobile telephony customers. Neuf also offers Internet access, VoIP, and TV over ADSL. The company allows customers to subscribe to different services and access special promotional offers through its Web site, Neuf.fr. Because Neufs online sales channel has become a crucial part of its business, the ease and fluidity of the companys online transaction process is paramount. We noticed that many of our Web site visitors were abandoning the online enrollment form before submitting. We needed to offer our online prospects an opportunity to connect to a call center agent at key areas in the online sale process, said Grald Perez, Internet and e-Commerce Manager, Neuf.

case study Neuf

With Click to Call, we have seen a significant increase to our bottom line and we have optimized the efficiency of our prospecting tools.
Grald Perez, Internet and e-Commerce Manager, Neuf

Bridging the gap

Before using ATG, Neuf experienced high abandonment rates from its form-based subscription pages. The company decided to deploy Click to Call on its Web site to increase revenue and improve customer satisfaction. Neuf now offers more than 50,000 daily online visitors a chance to connect to a call center agent instantly if they wish to obtain additional information about Neufs products and services. Neuf included Click to Call on a set of strategic Web pages which were part of different paths followed by customers on its Web site. Prospects who reached a point where they needed assistance, or had trouble completing a transaction, were given the opportunity to initiate a direct, real-time phone call from a Neuf call center agent. With access to ATGs self-service portal, WebCare, Neuf is now able to create its own Click to Call buttons and place them directly on select Web pages. Once created, the Click to Call links are active and ready for use in contacting the call center. Thanks to WebCare, Neuf also has access to a set of powerful reporting and analysis tools which help the company determine volume, cost, and geographic location of calls generated through Click to Call. WebCare also enables Neuf to record incoming call center calls.
Providing stellar service to customers
Thanks to Click to Call, Neuf increased sales by 10 percent. Each call is handled by a specialist who clearly identifies the customers needs and assists with the transaction. In just a few weeks after deploying Click to Call, Neuf observed a significant decrease in the abandonment rate on their form-based enrollment page, as well as a 10 percent increase in the number of online enrollments. WebCares powerful reporting tools enable Neuf to optimize its lead tools by allowing the company to identify and properly track all inbound leads.

about ATG

A trusted, global specialist in e-commerce, ATG (Art Technology Group, Inc., NASDAQ: ARTG) has spent the last decade focused on helping the world's premier brands maximize the success of their online businesses. ATG Commerce is the commerce platform and business user application solution top-rated by industry analysts for powering highly personalized, efficient and effective e-commerce sites. ATG's platform-neutral optimization services can be easily added to any Web site to increase conversions and reduce abandonment. These services include ATG Recommendations and ATG's Click to Call and Click to Chat live help services. The company is headquartered in Cambridge, Massachusetts, with additional locations throughout North America and Europe. For more information, please visit http://www.atg.com. For more information, please visit http://www.atg.com, or call 1-800-RING-ATG.
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