CASE STUDIES - Retail
Industry - Retail
- Well-known large ecommerce retailer, supplying customers and businesses of varying sizes globally wanted quick effective results for online business growth.
Business Case
- A cost effective solution which enabled customer care representatives to access vital customer data that was stored in various different back end systems.
- Reduce administrative time spent with client to increase ability to upsell and scope for more business
Solution
- RPA installed to automatically transfer caller information across multiple systems.
- Pulling together of customer information from various back end systems eradicating the need for searching through multiple screens and entering the same data repeatedly.
ROI Outcomes
- Reduced call handling times by 60 seconds per call.
- Average 5min call this improves productively by approximate 20% and thereby able to receive an additional 2-3 calls per hour and 15-20 calls per day.
- Increased time allocation per call for upselling.