Leading Grocery and General Merchandising Retailer

One of the largest grocery and general merchandising retailers in the world relied on two customer service centers, staffed by more than 1,200 employees, to handle general customer service inquiries on products. However, with exponential growth through the addition of new lines of business and overseas subsidiaries, as well as Internet shopping, the organization was struggling to effectively manage customer contacts to resolution.

Additionally, the grocer was having a difficult time creating and providing a holistic view of all products and services available to customers. Hampering its efforts was an assortment of some 80 disparate business applications and legacy systems that its customer service agents had to navigate in an attempt to address customer needs.

Given these challenges, the opportunity was ripe for the company to overhaul its customer service platform, replacing several single-channel or point solutions with a fully integrated, multichannel, personalized customer service solution. Similarly, it was a chance for the company to add new customer contact channels to deliver a true omnichannel customer experience and meet the digital engagement needs of today’s consumer.

Overall, the grocer’s high-level objective was to deploy a solution to provide a single view of the customer, empower agents, integrate the store, contact center, and self-service experience, and provide cohesive multichannel access.

Following a successful implementation, where the Verint professional services team was highly engaged to ensure solution alignment with the business and its goals, the grocer has seen a number of financial benefits from its use of Verint’s solutions for engagement management.

Most notable, with the introduction of a new, modern customer contact channel via Verint Live Chat, the company was able to reduce customer email and customer call volume, resulting in significant cost savings. On top of this, using Verint Email Management, the company saved even more by reducing average handle time related to the servicing of customer email inquiries.

Finally, the grocer anticipates additional savings from contact deflection through the introduction of online customer self-service using Verint Web Self-Service and Verint Knowledge Management.

Beyond hard numbers, Verint provides the grocer the ability to personalize, automate, and effectively manage its multiple customer service processes and associated customer journeys. In turn, the organization has gained an in-depth and holistic view of the customer that it continues to use to help optimize the experience of its workforce and its customers across its customer contact channels.