InspireXT empowered a Global Retail Organisation
To streamline support and improve efficiency.
Challenges
With over 700 stores across India and internationally, they offer stylish, affordable ethnic clothing. To enhance their operations, we implemented a bespoke Salesforce solution, streamlining manual tasks and boosting both online and offline presence for this top provider of diverse garments and accessories.
- Fragmented Customer Data
Service teams lacked comprehensive insights due to data being scattered across multiple tools, leading to slower responses and incomplete service. - Disconnected Systems for Customer Support
Customer interactions were spread across different platforms, making it challenging for agents to manage conversations and track customer history in one place. - Lack of Unified Customer View
Disconnected customer information hindered the ability to understand customer needs and deliver personalised support effectively. - Manual Processes and Delays in Tracking
Alteration requests were tracked on paper, with no system to monitor status, and invoices were handled separately, causing delays and inefficiencies. - Limited Options for Order Changes and Customer Feedback
The service system couldn’t handle order changes like cancellations or returns, and there was no way to collect customer feedback, reducing opportunities to improve services.
Solution
- Unified Customer Data Access
Integrated Salesforce Service Cloud with website and order systems, enabling quick, seamless customer issue resolution without switching tools. - Single Platform for Store Requests
Enabled agents to handle both customer and store requests within one system, streamlining support and speeding up responses. - Consolidated Communication and Appointment Tracking
Centralised chat, calls, and appointments in Salesforce, with features to track appointment conversions and provide recommendations. - Digital Alteration Tracking
Alterations are now digitally tracked, allowing easy progress monitoring and timely updates. - Complete Customer View and Feedback
Provided a 360° customer view, covering orders, appointments, alterations, and feedback. Agents can now manage order changes directly, with feedback captured for ongoing improvement.
Results
- Streamlined sales and service processes led to increased operational efficiency by approx. 28%.
- Approx. 30% enhancement in customer experience through greater agility, expedited delivery, and a seamless ordering process.
- Process automation around sales and services, also improved customer journey and helped the sales grow by approx. 23%.
- Enhanced order management capabilities resulted in increased online sales.
- Real-time access to customer data improved personalised services, enhancing the overall customer experience.
The Opportunity
With over 700 stores across India and internationally, they offer stylish, affordable ethnic clothing. To enhance their operations, we implemented a bespoke Salesforce solution, streamlining manual tasks and boosting both online and offline presence for this top provider of diverse garments and accessories.
- Fragmented Customer Data
Service teams lacked comprehensive insights due to data being scattered across multiple tools, leading to slower responses and incomplete service. - Disconnected Systems for Customer Support
Customer interactions were spread across different platforms, making it challenging for agents to manage conversations and track customer history in one place. - Lack of Unified Customer View
Disconnected customer information hindered the ability to understand customer needs and deliver personalised support effectively. - Manual Processes and Delays in Tracking
Alteration requests were tracked on paper, with no system to monitor status, and invoices were handled separately, causing delays and inefficiencies. - Limited Options for Order Changes and Customer Feedback
The service system couldn’t handle order changes like cancellations or returns, and there was no way to collect customer feedback, reducing opportunities to improve services.
The Solution
- Unified Customer Data Access
Integrated Salesforce Service Cloud with website and order systems, enabling quick, seamless customer issue resolution without switching tools. - Single Platform for Store Requests
Enabled agents to handle both customer and store requests within one system, streamlining support and speeding up responses. - Consolidated Communication and Appointment Tracking
Centralised chat, calls, and appointments in Salesforce, with features to track appointment conversions and provide recommendations. - Digital Alteration Tracking
Alterations are now digitally tracked, allowing easy progress monitoring and timely updates. - Complete Customer View and Feedback
Provided a 360° customer view, covering orders, appointments, alterations, and feedback. Agents can now manage order changes directly, with feedback captured for ongoing improvement.
The Outcome
- Streamlined sales and service processes led to increased operational efficiency by approx. 28%.
- Approx. 30% enhancement in customer experience through greater agility, expedited delivery, and a seamless ordering process.
- Process automation around sales and services, also improved customer journey and helped the sales grow by approx. 23%.
- Enhanced order management capabilities resulted in increased online sales.
- Real-time access to customer data improved personalised services, enhancing the overall customer experience.
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