Customer Care Case Study 1:
Retail IT Brand

THE CHALLENGE

Company C is the largest consumer electronics and IT retailer in South Africa with more than 69 retail stores predominantly situated within shopping centres. They have a strong southern African presence with stores in Namibia and Botswana and a very strong online purchase presence. They have created a destination store, backed by exceptional customer service and after sales customer care.

With the growing number of stores, the company saw a need to have a Store Customer Service line that would offer a contact centre service to clients. The objective for this was that they wanted the store staff to focus on the in-store customer service, while the contact centre would provide a telephonic customer service/after sales customer service support to their clients.

Blake’s objectives were the following:

• Implement a seamless inbound contact centre, according to the client’s business needs.
• Design an Onsite Support Manager System. This would allow the contact centre agents to log an onsite call, which the client would then assign to a technical expert to resolve.
• Develop a web interface in order for agents to log in.
• Implement business rules to map out the escalation process for various functionalities.
• Enhance and integrate certain business processes for example, online orders processing and support, CLI (customer line identify) support, and Omnichannel feedback, whereby the contact centre is able to communicate with clients via the following mediums: Facebook, Twitter, email, SMS, and voice. This allows the brand to have a single view of what the customer is saying.

RESULTS AND ACCOLADES

• Absolute transparency in all aspects of the business with continued best practice sharing between both parties.
• Blake has successfully outperformed both in-house debt collection teams over the period of working on this book for the last 44 months.
• In-house debt collection teams have had to improve their performance, which then impacted the client positively.
• Blake was awarded an increase in mandate over the last few years and is now both accountable and responsible for 45% of all accounts in early delinquency.