Asia Pacific Review, Outsourced Solution Design & Supplier Selection

Italian-Headquartered Global Luxury Brand

An Italian luxury brand streamlined customer service across 10 APAC markets by designing a two-location omni-channel contact center model, ready for outsourced implementation to support retail and ecommerce growth.

Sector: Luxury Good

Location: Italy, Asia-Pacific

Ownership: French Parent Company

Duration: Medium to Long

Situation

The client had a growing and commercially vital retail presence in the Asia Pacific (APAC) region. However, the ability to service customers remotely was fragmented and inconsistent. Calls received by stores were perceived as a distraction by retail colleagues and the right infrastructure to support future ecommerce growth was lacking.​

Solution

Operational discovery was undertaken, encompassing the Italian HQ operation, Australia and Singapore, with remote access to other APAC market stakeholders. People, process and technology ‘quick wins’ were identified; current and future demand modelled; initial stakeholder mapping and engagement completed.

Then a detailed analysis of business, local market and brand needs was completed to propose alternative operational models for future APAC ‘customer hub’, supporting retail and ecommerce, across 10 APAC markets.

Results

  • Detailed design and benefits case for outsourced 2-location omni-channel APAC ‘customer hub’ contact centre model

  • Supplier assessment, selection and contract negotiation ready for implementation