Contact Management
Multi-Channel Contact Management – Almost £1m in new business sales ……every week!
Situation: A major high street retailer was looking to open up alternative channels for enquiry and order management without compromising on their ability to interact directly and provide a personal service to their customers.
Solution: A basic “click to call” capability was introduced on the website and a supporting contact management system developed to allow “personal shoppers” to instantly call potential customers back. By providing a scalable and flexible solution with in-built business process and workflow support for the agents, the conversion rate for enquiries into sales was transformed.
Benefits: The payback has been dramatic. The number of Personal Shoppers handling these enquiries has grown from 3 to 30 within a 6 month period, handling between 600 and 700 calls per day and over £750,000 of orders per week.
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