Customer Experience Optimisation
Global News Media Brand
A UK media brand streamlined its customer experience by consolidating service providers, implementing Salesforce CRM, and enhancing cross-sell opportunities. This reduced costs and improved customer relationships.
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 partial 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 business case
Subject matter expert support in the establishment of a new infrastructure:
Development of organisational design (roles, recruitment & training), customer management technologies, operational processes, quality, customer experience & business targets and reporting.
Outcome
New, in-house contact centres in London, New York & Hong Kong
24/7 ‘follow the sun’ omnichannel and multilingual operation
Enhanced product knowledge and sales capabilities