Building a Global Customer Service Capability
Global Luxury Apparel Brand
A global fashion brand transformed its customer service capability in parallel with a digital technology investment and the development of its first global ecommerce and branding presence - with customer operations in London, New York and Hong Kong.
Sector: Luxury Goods
Location: UK, US, Hong Kong
Ownership: UK PLC
Duration: Long Term
Challenge
The client had an unintegrated customer service infrastructure which was:
Poorly-resourced within the internal facility in Europe
Partially outsourced to a provider in North America
and not equipped to provide remote customer support at all in Asia and the Rest of the World
The defective and inconsistent customer service network was not appropriate to support a new, global ecommerce website and infrastructure.
Solution
Analysis of existing operations, design of future state customer service Operating Model to align with digital transformation; roadmap for development.
Creation of global customer service investment business case.
Subject matter expert support in the establishment of a new infrastructure.
Development of location strategy, organisational design (roles, recruitment & training), customer management technologies, operational processes, quality, customer experience & business targets and reporting.
Outcome
Client Quote
New, in-house state of the art contact centres in London, New York & Hong Kong
24/7 ‘follow the sun’ omnichannel and multilingual operation
Enhanced product knowledge and sales capabilities, contributing to on
“You have been invaluable in helping us establish a global capability in less than 12 months. Thank you!”
- Global Director of Customer Service