Clients - Success Story- Consumer Business - LineShop Ltd

Summary

Client:  LineShop Ltd
Industry: Consumer Business
Subject: Customer Relationship Management Solution

Executive Summary

A retailer LineShop wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative team created new, integrated processes for customer relationship management built on eBusiness Applications. The solution quickly identifies customers, routes calls more intelligently and synchronises customer, product and order information.

Business Challenge

A retailer LineShop wanted to turn its already strong customer service operation into a highly efficient system that responds more quickly and effectively to customer needs. LineShop envisioned a more intuitive system that provided a single view of the customer, built customer profiles throughout the customer relationship and helped the company:

• Improve efficiency and service performance.
• Better identify and realize sales opportunities.
• Increase customer satisfaction for competitive advantage.
• Ultimately grow margins, a fundamental driver for the call center initiative.

How DeJUZ Consulting helped

A collaborative team-LineShop, DeJUZ Consulting and Microsoft-worked to create LineShop's integrated customer relationship management processes and system built on eBusiness Applications. The solution provides quick identification of customers, more intelligent routing of calls and complete control of agents' telephone extensions. Online interfaces with legacy applications synchronise customer, product and order information.

The Power of Sound Advice

LineShop now has inventive capabilities that enhance the way they serve customers. An agent knows a customer's LineShop history prior to answering a call. Customer inquiries are resolved consistently, completely, accurately and fast at the first point of contact.

From one enterprise-wide system, LineShop has historical tracking of all customer contact, a single view of customer information, shared customer information across operations and quick resolution of and reporting on service issues. There is shorter call handling and work processing times and, thus, lower operating costs. With workflow and skill-based routing, agents can efficiently provide high quality, personalised customer service.

Let us show you how we can make a difference in your business. Contact us consults@dejuz.com today