How Transcom enabled digital CX to reduce TCO and improve performance in retail.

The background.

Our client is a big European retail brand that needed to revamp customer service operations and enable digital CX for their customers to be able to keep up with the competition. The client realized they needed to start a digital transformation journey that required a detailed investigation of all processes and systems. They also needed a trusted partner and advisor to map a new customer journey, set up new processes, and implement various digital solutions.

“To meet current and future customers’ expectations, we had to enter a digital transformation journey. With this in mind, we looked for an experienced partner to work with and also a partner that could support us during all stages in this very important transformation journey“

Client's Head of Customer Service

The solution.

After our CX Advisory team evaluated the existing systems and processes, we suggested solutions to address each of the client’s goals and revamp their entire operations.

1. We implemented digital channels within an omnichannel environment to offer customers better choices and easier access to customer support
2. We implemented Zendesk to streamline all e-commerce processes within one platform and allow for seamless integration with other systems
3. We implemented an AI bot and self-service to enable faster response and resolution while improving customer experience and lowering the cost of operations
4. We redesigned agent workflows to increase productivity and employee satisfaction

We introduced operational dashboards and actionable reports to enhance analytics capabilities and use data to make future improvements.

The results.

After only 6 months, we significantly reduced the cost of operations, thanks to 53% of contacts being deflected and 71% of contacts being resolved by the AI bot, a 23% reduction in average handling time, and a 9% increase in first contact resolution. The client also saw an FTE reduction of 34% just six months after transforming their customer service operations. This not only reduced TCO, but greatly improved customer experience, with a 20% increase in live chat impact on overall CSAT.

“We are now 6 months into the project, and for me, as a customer of Transcom, I couldn’t have been more pleased with what we have achieved so far”.

Client's Head of Customer Service