70%

Reduction in Call Response Times

400

Calls Handled Daily

In a competitive market where customer loyalty is key to success, Nikon Lenswear revamped its customer service operations to provide faster and more reliable support across Canada and the United States. By partnering with Diabolocom and integrating its solution seamlessly with Salesforce, Nikon achieved a 70% reduction in call handling times—a game-changer in customer satisfaction. This story illustrates how leveraging agile technology and a customer-focused strategy has set Nikon apart. Panagiotis Samaras, National Customer Experience Director at Nikon Optical Canada, shares insights on this impactful collaboration.

Nikon elevates CX with Diabolocom’s CCaaS solution

Nikon, is a key player in the optical industry, delivering innovative, high-quality solutions tailored to the needs of eye care professionals. With a portfolio of 3,000 registered clients—including 1,500 active, regular customers—Nikon Lenswear focuses on serving independent opticians: technical experts who prioritize precision and reliability.

Operating across five branches in Canada and the United States, Nikon has embraced Diabolocom’s CCaaS (Contact Center as a Service) platform to transform its customer service. By seamlessly integrating Diabolocom with Salesforce CRM, Nikon’s advisors now deliver fast, accurate, and personalized responses, all while providing bilingual support. This agile approach ensures that agents can access critical information instantly, meeting the high expectations of their discerning clientele.

The implementation of the cloud-based contact center solution has streamlined operations, allowing agents to instantly access relevant information and better customer experience outcomes.

Overcoming Technical Challenges: The Transition to Diabolocom

Before partnering with Diabolocom, Nikon Lenswear faced significant operational hurdles that were hindering customer satisfaction. Poor call quality, limited support, and an inflexible system created inefficiencies and delayed responses.

Our previous solution lacked flexibility, leading to a significant number of tickets with IT to resolve issues.

Panagiotis Samaras Panagiotis Samaras National Customer Experience Director at Nikon Optical Canada

These challenges made it increasingly difficult for Nikon to meet the high expectations of its professional clientele.

With Diabolocom’s Contact Center as a Service (CCaaS) platform, Nikon transformed its approach. The intuitive and flexible system simplified workflows, enabling agents to address customer needs more effectively. Real-time reporting and interactive dashboards allowed supervisors to monitor team performance and make immediate adjustments, while call recordings supported personalized coaching to improve agent effectiveness.

Revolutionizing Customer Interactions with Salesforce Integration

The seamless integration of Diabolocom with Salesforce CTI brought a profound change to Nikon’s customer service. Each inbound call now automatically pulls up the customer’s Salesforce record, cutting response times from 60 seconds to just 20 seconds. This 3x efficiency gain was a game-changer at scale, allowing Nikon’s agents to deliver accurate and personalized support faster than ever before.

These results exceed our initial expectations. The systematic categorization of calls in Salesforce enables us to identify trends and take proactive steps to enhance customer relationships.

Panagiotis Samaras National Customer Experience Director at Nikon Optical Canada

This enhanced integration also included a post-call rating system that captures real-time feedback. By pairing this with an annual Net Promoter Score (NPS) survey, Nikon maintained high service standards while quickly adapting to customer needs.

“Customer satisfaction can’t wait for an annual NPS measure; we need real-time insights,” Panagiotis emphasizes, highlighting the importance of continuous feedback loops in maintaining client loyalty.

Automating Low-Value Tasks to Boost Productivity

Recognizing that 50% of inbound calls were related to order tracking, Nikon began exploring automation solutions to reduce the strain on its agents. Despite offering online tracking tools, many customers still preferred calling for updates. This created a significant opportunity to integrate generative AI.

“Nearly half of our agents’ time is spent on order tracking inquiries,” Panagiotis explains. “By automating these low-value tasks, we can focus our resources on proactive outreach and strategic client interactions.”

Diabolocom’s AI features, including voicebots and advanced data management, promise to streamline these interactions while improving efficiency and customer satisfaction. With agents freed from repetitive tasks, Nikon aims to focus on high-value activities like cross-selling and upselling, strengthening long-term relationships with their clients.

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