Customer Service
Service Delivery – Award winning customer service.
Situation: Our client, a global distance retailer, wanted to improve the customer service levels that it was providing by helping to manage customer expectations in relation to the delivery of their goods.
Solution: Redspire worked with the organisation to identify the information requirements as well as the potential communication channels. We developed a system within the strategic CRM platform that enabled the automated generation of email alerts to customers at the point of despatch. Encompassing sophisticated business rules in relation to elements such as split orders, the system was integrated with a specialist email management tool.
Benefits: Feedback from the customer base was extremely positive, backing up the organisations view that it would be welcomed as service enhancement. Indeed, the organisation has won the coveted top service trophy at the ECMOD awards (the Oscars for UK home delivery companies) nine years in a row.
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