The client is an Australian luxurious clothing and accessories merchandiser, successful and recognized for more than 80+ years.
World-renowned consumer goods retailer of luxury clothes, bags, accessories, boots, and more fashion goods that are featured in their premium catalog.
The client required a unified customer experience after being recently acquired by a global fashion group with several top brands under their flagship. The change required the retailer to empower support teams; handle and resolve first interaction customer calls, emails, and other support requests.
Challenges
The challenge was to maximize First-Call Resolution and thereafter improve case management and service excellence. Additionally, deploying a Service Cloud implementation for proper customer complaint case records and order management. An important metric for monitoring customer service is the First Call Resolution. Which required everyone to create new/update tickets, cases, and events across all integrated systems.
The client needed consistent and categorized customer support operations visible in a multi-user-driven dashboard. A streamlined service cloud portal that aligns the entire backend cycle that processes, B2C orders placed by customers and then serves them with after-sales support. A support system is needed to manage all the orders for premium footwear, luxurious Australian exclusive boots, and apparel for both men and women.
Solutions
CRMIT deployed Service Cloud to leverage quick turnaround time to close customer complaints if any at short notice. The solution helped assess end customer requirements and effectiveness through an all-in-one dashboard glance of bulk orders placed regularly. Service Cloud enables support teams to automatically update call logs, and let agents be informed of cases/tickets raised in real-time.
