Case Study: Retail

UpSource views customer service as the function of delivering your promise through the people hired to represent your brand. The delivery of a positive customer experience during all interactions is imperative, even more so today in our unsettled economy.

 

The Concern

A well known brand in the luxury store/catalog space had a long term relationship with an organization that was providing all aspects of order entry, processing, fulfillment and customer management for this recognized brand. Their customer satisfaction levels, repeat business and reputation were being threatened without their knowledge. Purchase, product and delivery mistakes were made on a regular basis, and because little to no information on customer product issues were reported back to the Retailer from their service provider, the same mistakes happened repeatedly. From the Retailer’s perspective, they were paying a premium for high quality service and were unaware of these customer issues or why they were having problems in certain aspects of their business. To make matters worse, the service provider experienced high employee turnover and the seasonal help was low quality. A large number of calls were lost and customers’ complaints were escalating to the outsourcer’s Senior Management.

 

The Solution

The Retailer engaged UpSource to provide “overflow” and holiday support as a secondary location. Due to the thoroughness and dedication of the team, UpSource soon took over ownership of all aspects of the customer’s business including all back office support, email and customer management in a 6 week period just 2 months prior to the next holiday season. UpSource has since assisted the retailer in the following areas:

 

Sales/Order Process: Within the first two weeks of their relationship, UpSource Inc. assisted in identifying a major issue with the retailer’s web purchases that was limiting order completion. UpSource then conducted a full quality review of the website to ensure all items could be successfully purchased online which reduced calls for web purchase support and increased online sales.

 

Customer Support: UpSource Inc. opened up multiple communication channels allowing customers to contact the retailer via telephone and email to ensure delivery of the promise integrating closely with all levels of the organization.

 

Courtesy Calls: UpSource Inc. proactively reached out to customers to resolve all past and present issues, regaining respect for the retailer and loyalty of the brand.

 

Escalations: UpSource Inc. earned the retailers trust building relationships with both management and customers alike. Now an integral part of the retailer’s team, agents and support staff have been given the privilege to handle all customer issues almost carte blanche while acting as trusted advisors to senior management.

 

Supply Chain Management: UpSource Inc., coordinating with the Supply Chain Analyst and buyers on a daily basis, helps maintain relationships with suppliers and delivery services ensuring the high-end products arrive at their destination and expanding the retailer’s capacity to service international orders.

 

The Results:

A. Retailer achieved a consistent and repeatable call to order ratio.
B. Up-selling and cross selling so AOV is maximized.
C. The retailer has been within budget for every month since the transition to UpSource for their customer and back office support
D. Ability to handle seasonal and other short term volume spikes through the development of a flexible workforce that returns for multiple      holidays and un-expected increases in volume.
E. Created and manage Concierge Service (Personal Shopper).


In essence, UpSource Inc. has consistently exceeded the retailer’s expectations having generated major revenue through our commitment to their business and customers. Viewed by senior management as key player in the overall success of their business, UpSource Inc. has earned the privilege to participate in Strategy & Business Practice Meetings and given access to key information.

 

About UpSource Inc.:

UpSource views the relationship as a partnership, doing everything it can to predict and support volume that may not follow a perfect pattern, helping the customer proactively reach out to customers when there is an issue. Agents see themselves as representatives of the Retailer and do everything they can to ensure every interaction whether via the phone, or email is an opportunity to present the retailer going out of their way to satisfy customers so they will come back again.


back to newsroom