Improve customer experience thanks to the appropriated multi-channel approach

A major European player in specialty retail, which pioneered multi-channel sales, wanted to redesign its remote customer relationship model to better address customer needs and address competition from Internet pure-players.

We built a one year roadmap to improve remote customer relationship

We conducted a benchmarking exercise setting out the best in class practices to determine precise customer experience targets (information, purchase, installation, utilisation…).
In particular, we assessed the efficiency of our client’s customer service and call centres.
We the developed a roadmap towards securing improvements in the quality of customer experience and operational efficiency.