Overview
A prominent fashion retailer faced a customer service crisis with 6,000+ unresolved contacts and outdated systems just weeks before Black Friday. They partnered with Firstsource to deploy a complete CRM transformation and omnichannel contact center, including voice and digital channels, to handle peak-season volumes without compromising service quality during their most critical trading period.
Challenges
The retailer faced multiple critical obstacles that threatened their ability to deliver exceptional customer service during peak season:
- Outdated Legacy Systems: Existing platforms lacked the flexibility and scalability needed for seasonal spikes without performance degradation.
- Massive Contact Backlog: Over 6,000 unresolved customer interactions had accumulated, creating mounting risks of dissatisfaction and revenue loss.
- Zero Technology Familiarity: The client team had no previous exposure to advanced CRM or omnichannel platforms, requiring comprehensive training.
- Multi-Channel Integration Needs: Seamless coordination across voice, email, and chat was essential for unified customer experiences.
- Compressed Implementation Timeline: Complete transformation needed before Black Friday, leaving minimal margin for delays or errors.
How We Made It Happen
Firstsource executed a comprehensive transformation strategy addressing each challenge through targeted, coordinated initiatives:
- Strategic CRM Design & Deployment: Built and implemented a robust, scalable CRM solution specifically customized for retail operations and peak-season demands.
- Zendesk Omnichannel Integration: Established sophisticated connections between voice and digital channels, creating a unified platform for consistent service experiences.
- Rapid Agent Training Program: Successfully prepared and deployed over 100 customer service representatives within an ambitious two-week timeframe.
- South Africa Pilot Launch: Executed a monitored pilot program with UK support, exceeding SLA targets while fine-tuning operational processes.
- Systematic Backlog Resolution: Methodically cleared the entire 6,000+ pending customer contacts without disrupting ongoing service operations.
- Rigorous Project Governance: Maintained strict oversight and disciplined execution protocols to ensure on-time delivery within compressed schedules.
Conclusion:
Firstsource transformed crisis into competitive advantage, delivering peak-season readiness with superior performance metrics and establishing scalable customer engagement infrastructure designed to support continued business growth and evolving customer expectations.