23/05/2013@TransversalTalk #askTVL
23/05/2013@TransversalTalk #askTVLSharon MillardHead of Customer ServicesMothercare GroupImplementing a multi-channel stra...
23/05/2013@TransversalTalk #askTVLIntroductionA short story of our initiative•Why did we need a knowledge managementstrate...
23/05/2013@TransversalTalk #askTVLWhy did we need a knowledgemanagement strategy?•Our expertise is ourUSP•Our brands arere...
23/05/2013@TransversalTalk #askTVLHow do we want customers to feel?Perception IS Reality!‘Computersays no’Trust andloyalty
23/05/2013@TransversalTalk #askTVLThe First Challenge•ELC outsourcing single first point of contact•Delivering brand consi...
23/05/2013@TransversalTalk #askTVLThe Second Challenge•Mothercare and ELC integration, 2 brands, 1engine, many faces•Deliv...
23/05/2013@TransversalTalk #askTVLThe Benefits•Empowering the customer to self serve•Reduced contacts•Cloning the best age...
23/05/2013@TransversalTalk #askTVLLatest Challenges and the futureExpanding across new channels•Going Global with our fran...
23/05/2013@TransversalTalk #askTVLThe Message – Collaboration andEngagementPositiveCollaborationSharedCultureOneVision‘We ...
23/05/2013@TransversalTalk #askTVL
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Mothercare case study - Sharon Millard

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Mothercare case study - Sharon Millard

  1. 1. 23/05/2013@TransversalTalk #askTVL
  2. 2. 23/05/2013@TransversalTalk #askTVLSharon MillardHead of Customer ServicesMothercare GroupImplementing a multi-channel strategy to meet the needsof the customer, whilst reducing cost and improvingservice
  3. 3. 23/05/2013@TransversalTalk #askTVLIntroductionA short story of our initiative•Why did we need a knowledge managementstrategy?•How did self help deliver instant results?•The challenges•The benefits•Any questions
  4. 4. 23/05/2013@TransversalTalk #askTVLWhy did we need a knowledgemanagement strategy?•Our expertise is ourUSP•Our brands arerecognised as a trustedsource of informationfor parents worldwide
  5. 5. 23/05/2013@TransversalTalk #askTVLHow do we want customers to feel?Perception IS Reality!‘Computersays no’Trust andloyalty
  6. 6. 23/05/2013@TransversalTalk #askTVLThe First Challenge•ELC outsourcing single first point of contact•Delivering brand consistency in outsourcedenvironment•Managing 1000% contact increases in peakseason•Contact reduction05,00010,00015,00020,00025,000ELC Total ContactsThis Year (11/12) Last Year (10/11)
  7. 7. 23/05/2013@TransversalTalk #askTVLThe Second Challenge•Mothercare and ELC integration, 2 brands, 1engine, many faces•Delivering consistency across the group•Delivering cost reduction for in-house contactcentre•Integrating a multi channel environment
  8. 8. 23/05/2013@TransversalTalk #askTVLThe Benefits•Empowering the customer to self serve•Reduced contacts•Cloning the best agent•Using people to add the most value•Learning what the customers really ask•Freeing agents to focus on quality•Sharing news fast
  9. 9. 23/05/2013@TransversalTalk #askTVLLatest Challenges and the futureExpanding across new channels•Going Global with our franchise partners•M-commerce, Apps and Smartphones•Social Media•Continuing collaboration and engagement
  10. 10. 23/05/2013@TransversalTalk #askTVLThe Message – Collaboration andEngagementPositiveCollaborationSharedCultureOneVision‘We passionately believewe can only be the bestif every single person inthe team makes acontribution tocontinually improve ouroverall standards’
  11. 11. 23/05/2013@TransversalTalk #askTVL

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