The Business Challenge
Our client, a leading provider of wholesale, retail, and custom jewelry, was looking to update and redefine their customer experience while matching technology and end-to-end process design. Key areas of focus were:
- Contact center operations and other client-facing functions
- Customer insights
- Reporting /analytics
- Technology/business capabilities
Approach
Infinite Green completed workshops with stakeholders to define and align on key experience attributes.
A 3-year roadmap was developed with a staged and sequenced plan encompassing people, process, technology, and the right set of operational metrics. This accelerated the company’s ability to operationalize an enterprise-wide journey around significant revenue growth, operational effectiveness, and foundational changes to the way they do business in alignment with their desired customer experience strategy.
- Voice of the Internal Customer
- Delivery, Facilitation
- Focus Groups
- Journey Mapping
- Trend Analysis
- Employee Survey
- Service Design
- Customer Centric Portals
- FAQ
Outcome
We provided organizational design and phone system design recommendations that centralized operations support and allowed the customer to reach the right advisor at the right time, every time.
- Through centralizing contact center functions, the client provided a more streamlined customer experience. Contact center utilization improved by 30% while also increasing NPS.
- Chat was implemented as a new customer-facing channel, receiving over 14,000 chat interactions annually.
- An Expert Bar was introduced for high-level support opportunities to achieve higher energy and teamwork, promote transparency, and enable proximity learning.