Clothing and Lifestyle Retailer – High Street Brand

Case study

It is also our belief that ‘working in partnership’ should not translate as charging our clients more. This was demonstrated when working with one of our retail clients to build their European Customer Service Centre.

Prior to delivering this there was a fragmented service model in place. Elements of the service were being delivered by different teams across various countries. A new management team had been installed within their business who had limited visibility of both contact demand and service processes.

The challenge for the partnership was successfully building and launching a new service model within only three months. After go live it became evident that the actual contact demand was much higher than forecast. This meant that service levels were immediately under pressure and the budget forecast was no longer accurate.

Rather than reference a contract and agreed pricing model, which many of our competitors may have done, we met with our client to redefine the service model and pricing to a level that worked for both parties. This decision was taken as we recognised the benefits of building a long-term strategic partnership with a client over trying to maximise short-term gain. As part of our new proposed service model we maximise the use of both a dedicated team with a shared service team overflow available to allow for flexibility and scalability. By introducing a dedicated team we have seen quality increase by 15% minimum per channel and in addition by offering an overflow facility have seen wait times decrease by 23%. Our client loves that our dedicated team have become brand ambassadors for the service and are continually feeding back ways to improve the customer experience.

After a decade our partnership is going strong. The e-commerce business has grown by around 50% during this time however our costs have not risen at the same rate. This has mainly been achieved through analysing areas of cost within the service and eliminating them through automation of processes.

By introducing a dedicated team we have seen quality increase by 15% minimum per channel and in addition by offering an overflow facility have seen wait times decrease by 23%.