CLIENT
Retailer A
SECTOR
Telecommunications
CHALLENGES
Towards the end of March 2020, as a consequence of the COVID-19 pandemic, the South African authorities implemented a full Level 5 lockdown. With little or no notice, client A’s network of approximately 70 stores was compelled to close their doors. Lockdown regulations introduced uncertainty as to how retailers would operate their businesses.
At that time, the greater portion of client A’s revenues (mobile phone upgrades) relied heavily on retail store foot-traffic. A small call centre serviced centralised upgrades and customer queries.
BUSINESS IMPACT
The company’s revenues were negatively affected, whilst fixed overheads such as staff and premises remained static. Consumer behaviours changed to online; the absence of alternative digital strategies was certainly felt.
SOLUTIONS PROPOSED BY INTELLIBPO
- Design effective and efficient digital customer journeys for identified primary customer segments and corresponding product offerings.
- Deploy the comprehensive Smartz Solutions’ cloud-based, full omnichannel customer interaction platform at client A’s contact centre and extend the functionalities to remote and work-from-home agents.
- Existing customer and prospect data to be validated, enhanced and fully integrated with the Smartz Solutions platform.
- Assist with short-term outsource staffing and use IntelliBPO’s staff to assist with knowledge transfer, whilst client A recruited more staff and upskilled existing employees.
- Developing a reporting framework to monitor the effectiveness of campaigns.
HOW THE SOLUTION WAS IMPLEMENTED
A three-phase project plan was implemented over 12 weeks.
The IntelliBPO team of specialists systematically deployed the Smartz Solutions platform, introduced multi-channel (omnichannel) digital communications models and customised processes designed to achieve Client A’s desirable business outcomes.
Each phase was monitored, tracked and refined as milestones were implemented.
Staff were surveyed in the Smartz Human Asset Management module of the platform, and the insights were applied to improve both the operating environment and customer journey.
At the end of the third phase, outsourced staff were recalled, and the Client continued to build exciting and innovative journeys for its clients.
DESIRABLE BUSINESS OUTCOMES WERE ACHIEVED BY
- Sound planning.
- Data analytics.
- Constant engagement and review.
- On-going support and response to technical challenges.
CHALLENGES DURING IMPLEMENTATION
- The uncertainties introduced by COVID-19,
- Training staff in a live environment,
- Changes in consumer behaviour during the lockdown,
QUICK WINS
Rapid deployment of the Smartz Solutions omnichannel solution, together with enhanced customer data management and efficient digital processes, enabled fast (in many cases, real-time) decision-making and a dramatic increase in acquiring viable sales leads and concluded transactions.
- The restoration of vital sales and resulting revenues.
- Quick skills transfer, re-skilling and gainful deployment of staff.
- Enhanced customer experience.
- Enhanced employee experience and job satisfaction.
- A manageable environment to grow the internal contact centre.
MID AND LONG-TERM RESULTS
- Firmly established client A as a fully-enabled digital retailer.
- Created a powerful omnichannel customer interaction platform for Client A, providing comprehensive digital customer engagement processes for both on-premises and remote (work-from-home) operations.
- Ensured that Client A has a sustainable business model, irrespective of unpredictable retail environment changes, (e.g. COVID-19 induced lockdown or severe social distancing regulations).
HOW INTELLIBPO DRIVES CONTINUOUS IMPROVEMENT
- Utilising analytics to develop digital customer journeys,
- Pro-active response to daily operational challenges,
- Proven project management and operating methodologies,
- Focused professionals and working groups to achieve pre-determined business objectives,
LEARNINGS
“Listening to our client, designing and adapting digitally-enabled strategies was the only way that their business could grow and overcome the consequences of COVID-19 induced lockdown. Ensuring a rational strategic plan was in place and leveraging our specialised Smartz Solutions software enabled the company to deploy effective digital customer journeys. The company was, therefore, able to substantially increase their lead generation and sales closure capabilities in a time that would otherwise not have been possible.” Lior Woznica. CEO IntelliBPO