SITUATION
Working with the Vice President of Customer Service for this large retailer, the critical business issue was the cost associated with serving independent communication channels and the lack of consistent customer information across those channels.
The retailer did not have a solution that could integrate sales, customer service, and web interaction. Customers were communicating with the retailer through multiple independent channels.
The retailer’s vision was to create a customer support solution that would be integrated to their online channel.
SOLUTION
Fenway worked with the retailer to implement a customer interaction center solution to create a single, web-compatible point of entry for service agents to serve customers regardless of communication channel selected.
Fenway integrated the customer relationship management system with the retailers online channel commerce site.
RESULTS
- Increased up-selling and cross-selling of products by 10%
- Provided the retailer with the ability to complete multiple transactions in a single session with customers
- Enabled access to all systems through a single point of entry to serve consumers
To learn more about our business process improvement services, contact us at:
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