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[credits]
Transversal. Intelligent eservice solutions.
[music]
Celebrating its 50th birthday next year, Mothercare is one of the UK's most iconic retail brands.
Mothercare turned to self-service specialist Transversal to deliver consistent information
across three key channels: the web, contact centre and in-store. Using Ask Carrie in-store,
employees can search for any customer order by order number and/or customer name. This
generates all the intuitive information by the system required to satisfy the customer.
The same in-store functionality is extended to the contact centre, and Ask Mothercare,
a web-enabled solution, was created to provide access to all systems from a consistent interface.
In 2009, inbound email volumes decreased against a background of growing sales. This helped
reduce the workload by 15 per cent across the team. Adding knowledge management reduced
training from three weeks to eight days. Agents don’t need to be trained to understand the
detail, only where to find it.
>> STEVE: So I guess there’s probably three or four key things that the Transversal tool
helps us with. Firstly we can use it across multiple channels: we’ve got our website,
we’ve got our contact centre and we’ve got our stores. Also, as a multi-brand retailer
– we’ve got ELC, we’ve got Mothercare and next year we’ll be bringing into the
family Blooming Marvellous – it's critical for us as a multichannel retailer: getting
us fit for the future. Secondly, consistent information – no matter by who or where
it’s accessed the information is consistent. And thirdly, and probably most importantly,
our customers can self-help – which is critical and we as a business have a reduced cost to
serve. And finally, I guess it’s worth saying that you have to invest time in making it
work, but it is an intuitive, simple and easy tool to use. And the Transversal team are
very helpful, always there, always around when you need them and that’s really, really
important for us as a business.
>> TREVOR: Ask Carrie has really helped us improve the quality and consistency of answers
that we’re able to provide our customers. It’s really helped us to provide the right
information first time. Because the tool is so intuitive to use we find that when it comes
to training our new starters we can literally sit them in front of the tool and they can
normally find the right answer first time.
>> GEMMA: Some of the benefits that Mothercare has seen after the introduction of Ask Carrie,
is a huge reduction in our email contacts. We’re able to now offer 100 per cent response
rate to our customers within 24 hours, something we weren’t able to do prior to this. It
allows us to access a huge range of information at the touch of a button. It’s fast, it’s
effective and it allows us to work in a much smarter environment.
[music]
When the Transversal solution Ask Carrie is used in-store, within the contact centre or
online by customers, Mothercare is able to deliver a consistent, positive and rewarding
experience for all.
[music]
[credits]
Transversal. Intelligent eservice solutions. www.transversal.com