Client: Global Convenience Store Chain
Introduction
Telvista worked with one of the biggest convenience store chains in the retail industry that is running nearly 6,000 stores in North America (USA & Canada) and more than 25,000 stores worldwide. We successfully provided avenues of support and reduced operational costs, facilitating the overall growth of our client’s business.
The Challenges
The client’s main concern was to improve contact center efficiency along with having more control over cost management. They also sought to consolidate operations into one central CRM solution for different help desks including Maintenance, Loss Prevention, Franchise Customer Relations, and Enterprise Help Desk.
The Solution
With multi-year experience in retail, proven expertise in handling inbound helpdesk calls, and proficiency in CRM development, Telvista designed bespoke solutions to improve the client’s contact center effectiveness. We studied their call types, arrival patterns, and workflow processes before deciding to automate the support calls made to the Help Desk with our Interactive Voice Response (IVR) and online technologies to reduce labor costs.
Telvista created an IVR which tracked workflow completion and case status. The solution also included data from an internet-based portals to capture the follow up activities with store employees and the contractors dispatched to the retailer’s stores. We also provided the development and administration of the CRM application for the client.
Results
Our comprehensive CRM solution complimented the client’s requirements and enabled the employees to perform their tasks easily and with fewer process steps. They can connect with the help desk in three ways: phone, web, and IVR. We currently handle approximately 3,100 calls a day for our client. With our CRM solution, we provided the client’s retail stores more opportunities to grow by:
- Decreasing the total number of calls to the help desk by 8%.
- Increasing the monthly online cases of the retailer to 53.4%.
- Turning over 6,500 calls per month into IVR transactions.
- Lowering the number of FTEs.
- Reducing the cost (per case creation) by 25%.
These automation improvements resulted in a significantly improved customer experience for all users. The percentage of abandoned calls reduced to below 50% of the client’s goal. Wait times for both contractors and customers were minimized. More access methods were created for all users to acquire the needed information required to better serve the stores. Lastly, the improvements also maximized equipment uptime within the stores.