Retail Client

Case Study

Retail Client Omni-Channel Satisfaction

Our Client has been empowering women for 135 years when its founder helped give them a chance to earn an independent living. Our client offers a wide range of make-up, fragrance, body care, fashion, home and wellbeing products, as well as jewellery, lingerie, accessories and gifts.

Our Client had a long-standing relationship with its previous outsourcing partner but required a new partner that could increase customer satisfaction. The quality of the service is paramount to retain long term repeat monthly business. They also needed a partner that could introduce new technology to gather rich data, insight, deliver service improvement initiative’s and effective case management to deliver a customer centric solution.

  • For our client we quickly became aligned to their values and business objectives. This began with reviewing training material, supporting with any re-writing and creation of new material, listening to calls and having our trainers embed themselves into our clients organisation
  • Our recruitment team were in full alignment with the client culture enabling careful selection of the right people
  • Integration of a Service Improvement Manager from the beginning ensured the transition to Kura was as smooth as possible through to the live environment where the transformation activity commenced
  • We gathered data through our in-house technology solution Syntelate XA. This enabled us to understand failure and BAU demand contact types by channel, what attributed to positive or negative experiences for their representatives, which processes took the longest or attracted human error. We then created a comprehensive service improvement plan to deliver cost efficiencies, additional new technology, channel shift and improve customer satisfaction.

Our Client has been empowering women for 135 years when its founder helped give them a chance to earn an independent living. Our client offers a wide range of make-up, fragrance, body care, fashion, home and wellbeing products, as well as jewellery, lingerie, accessories and gifts.

Our Client had a long-standing relationship with its previous outsourcing partner but required a new partner that could increase customer satisfaction. The quality of the service is paramount to retain long term repeat monthly business. They also needed a partner that could introduce new technology to gather rich data, insight, deliver service improvement initiative’s and effective case management to deliver a customer centric solution.

  • For our client we quickly became aligned to their values and business objectives. This began with reviewing training material, supporting with any re-writing and creation of new material, listening to calls and having our trainers embed themselves into our clients organisation
  • Our recruitment team were in full alignment with the client culture enabling careful selection of the right people
  • Integration of a Service Improvement Manager from the beginning ensured the transition to Kura was as smooth as possible through to the live environment where the transformation activity commenced
  • We gathered data through our in-house technology solution Syntelate XA. This enabled us to understand failure and BAU demand contact types by channel, what attributed to positive or negative experiences for their representatives, which processes took the longest or attracted human error. We then created a comprehensive service improvement plan to deliver cost efficiencies, additional new technology, channel shift and improve customer satisfaction.

OUR RESULTS

+85

customer satisfaction

5%

failure demand reduction

455 hours

quarterly process waste removed

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