Case Study: Sears
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Case Study: Sears

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The Customer ...

The Customer
Sears Holdings is the leading home appliance retailer with approximately £25 billion
in annual revenues and approximately 3,800 full-line and speciality retail stores in the
United States and Canada. The Texas based, Sears Home Services Teleservice Outbound
operation, is the first of 13 separate departments to undergo a customer experience
transformation affecting 6,000 users across multiple inbound, outbound and back office
customer interaction channels. This case study focusses on the first delivery to Sears
in the Home Services Outbound operation, which is responsible for scheduling and
rescheduling service and repair calls for Sears’ customers.

The Challenge
The desktop application that the Outbound Teleservice team were operating did not
provide agents with a single view of customer, contact and case history. The user interface
was not intuitive and the application failed to provide agents with the detailed information
they required to complete customer interactions efficiently. Agents had to navigate
between several legacy applications, which led to an inconsistent customer experience as
the effectiveness of the interaction was reliant on the knowledge of the agent rather than
the intuitiveness of the system.

Read on and Find out what Sword Ciboodle did to resolve this issue.

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    Case Study: Sears Case Study: Sears Document Transcript

    • Sears Ten Week Teleservice Turnaround 10,000 calls per day made easier for one of the largest retailers in North America The Customer Sears Holdings is the leading home appliance retailer with approximately £25 billion Benefits in annual revenues and approximately 3,800 full-line and speciality retail stores in the Value delivered 8 weeks post go-live United States and Canada. The Texas based, Sears Home Services Teleservice Outbound operation, is the first of 13 separate departments to undergo a customer experience transformation affecting 6,000 users across multiple inbound, outbound and back office 14% reduction in idle time customer interaction channels. This case study focusses on the first delivery to Sears in the Home Services Outbound operation, which is responsible for scheduling and 10% increase in agent connects per rescheduling service and repair calls for Sears’ customers. hour The Challenge 9% reduction in overall agent call The desktop application that the Outbound Teleservice team were operating did not provide agents with a single view of customer, contact and case history. The user interface handle time was not intuitive and the application failed to provide agents with the detailed information they required to complete customer interactions efficiently. Agents had to navigate 13% reduction in talk time between several legacy applications, which led to an inconsistent customer experience as the effectiveness of the interaction was reliant on the knowledge of the agent rather than the intuitiveness of the system. Solution Highlights The Solution Users: 100 users in teleservice The Sword Ciboodle intelligent desktop provides agents with an intuitive and comprehensive interface that eradicates the inefficient use of multiple systems. Sword outbound, 6000 users overall Ciboodle replaced Sears’ former desktop applications via MQ, core mainframe customer view web service call and Fed-Ex/UPS parcel tracking web services. Channels: outbound telephony The Results Proceses include: outbound 10 weeks after the Sword Ciboodle team began to whiteboard ideas and process models, campaign, product holding overview the Teleservice Outbound project was live and operational in the contact centre. Within and detail, integrated product shipping only 8 weeks of going live, Sears recorded a reduction in average call handling time by 13 tracking, service order history, seconds. Sears and third party service order management, flexible scripting Sears Teleservice Outbound operation now has a reliable, integrated application that provides a comprehensive single customer view. The successful completion of this Integration: Avaya Mosaix Dialer, first phase marks the beginning of a huge programme of work that will enable Sears to enhance their overall customer experience. mainframe applications via MQ, Fed- Ex/UPS parcel tracking Start Whiteboarding Ideas Contact Centre Go Live Business Bene ts Delivered Phase 1 Phase 2 Development and Delivery Operational Development and Delivery Week 1 Week 10 Week 18
    • For a complete listing of our products and services please visit our website www.sword-group.com e info@sword-ciboodle.com www.sword-ciboodle.com UKENg.CS.SEArS_08.09 © Sword group 2009