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People’s Postcode Lottery hits the customer service jackpot


Eptica increases sales conversions to 18.5% and helps raise over £19 million for good causes

Reading, 8 August 2012: People’s Postcode Lottery, Britain’s charity lottery, is increasing sales and delivering unrivalled customer service through the use of Eptica’s multi channel customer interaction software. Visitors to the company’s website can now get immediate online assistance from a customer service agent through Eptica’s Live Chat software, which has increased sales page conversion from 5.5% to 18.5% in just two months. Eptica Email Management is now enabling the company to provide faster answers to the 1,500 customer emails it receives every week, which helps grow player numbers and, in turn, raise the amount for charity.

People’s Postcode Lottery is part of the world’s third largest private funder. Collectively, the five lotteries founded by Novamedia have raised over £5.4 billion for charity and good causes. Here in Great Britain, players of People’s Postcode Lottery have raised over £19.1 million, playing with their postcodes to win cash prizes while raising money for good causes in their area, 40p from every £2 ticket goes to charity.

“People’s Postcode Lottery is unique,” said Chris Heijdenrijk, Head of Customer Experience, People’s Postcode Lottery. “It provides a fun way to raise money for local good causes, wherever you are in Great Britain. Working with Eptica enables us to help our players, be responsive to their needs and, in turn, raise more for charities and good causes.”

Eptica is at the heart of the lottery’s operations, underpinning its interactions with players, whether they choose to make contact through chat or email. By using Eptica’s web chat, People’s Postcode Lottery provides proactive, real-time assistance to those looking to sign up to play as well as instant answers to their questions. With players using email to change their details, inquire about their winnings and even to sign up for additional tickets, Eptica software is key to ensuring they always receive excellent service.

Eptica has provided an email solution for People’s Postcode Lottery since 2009, routing all customer enquiries to agents, along with suggested potential answers. It also centralises all customer communication, enabling People’s Postcode Lottery to monitor response times, measure results and resolve complaints.

“Players of People’s Postcode Lottery are supporting charities and good causes the length and breadth of Great Britain,” said Paul Barnes, Managing Director, Eptica UK. “It is extremely heartening that the Lottery is relying on Eptica to win the trust of its players however they get in contact.”


About Eptica
Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 370 customers, including some of the world’s largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica’s customers include: Dixons, Domestic & General, Haven Holidays, Republic, Panasonic, Virgin Holidays, Capita and Ageas Insurance Solutions.

Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. Eptica was awarded the Deloitte Technology Fast 500 EMEA in 2009 for the third consecutive year. The company’s continuing innovation and strong performance resulted in Eptica’s inclusion in Gartner’s 2011 and 2010 Magic Quadrants for Web Customer Service.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147/  
Uday Radia +44 (0) 7940 584161/