Implementing Self-Service to Improve Global CX

  • Improved performance of keeping up with demand

  • 50%

    50% decrease in calls

Successful technology implementation involves so much more than simply setting up the solution. For starters, there are preparations to be made across the business, particularly in terms of training staff to use the new technology.

Take the risks and stress out of implementing technology with expert support.

Overview

Successful technology implementation involves so much more than simply setting up the solution. For starters, there are preparations to be made across the business, particularly in terms of training staff to use the new technology.

However, in many instances, the key to securing the best outcomes is to make the technology itself part of a wider programme to transform customer journeys and streamline processes.

Our experienced team can advise you on all aspects of the implementation programme, including redesigning and transforming customer journeys and processes, providing you with the focused support you need to start seeing value from day one.

The Situation

A global retailer knew its contact centres were struggling to keep up with demand. Davies was asked to recommend solutions and we proposed a range of steps to assist – which included the deployment of more self-service tools, so that customers could find answers to common queries without needing to speak to advisors.

The retailer then asked us to support the introduction of self-service for some key tasks, including returns, customer changes to delivery dates and stock checks, as well as for product information.

Our Approach

Davies identified the internal changes needed at the contact centres to keep up with demand, recommended relevant automation tools and then oversaw the implementation to ensure smooth delivery.

Return on Investment

As a result of our collaborative work, the retailer was left with an effective self-service function and saw calls to the contact centre for these tasks drop by as much as 50% in some territories.

Whether you need input on technology strategy or focused help to procure or implement a solution, our expert team can help. Contact us today.

Sean Keane
Consulting Director
Sean.Keane@davies-group.com

Michael Anderson
Vice President
US/Canada
michael.anderson@davies-group.com

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