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Success through Service for a Leading Office Supply Company


Client:

This Webhelp strategic partner is one of the world’s biggest suppliers of office stationery and supplies, serving consumers in 11 countries. In the UK no one sells more office products to more organisations.


Challenge:

To deliver an exceptional customer experience while boosting sales, extending market share and reducing operational cost.


Solution:

An Order Entry and Customer Service operation that delivers high Net Promoter Scores (NPS), opens up sales opportunities and encourages loyalty.

Revenue-enhancing customer experience

Delighting customers, growing business and reducing cost.

As recession bit hard into the office supplies market, one of its leading players embarked on a mission to transform its customer operation. Rather than concentrating solely on reducing costs, this company wanted to grow sales by empowering their people to sell more, and sell better. This was an approach Webhelp, their exclusive UK outsourced partner since 2006, readily adopted.

Webhelp’s 212 advisor engagement programme was implemented. By combining additional training efforts and a focus on encouraging high NPS, rather than hitting KPIs like average handling time, Webhelp empowered advisors to offer a better customer experience and increase cross- and upselling success rates. The 212 programme was also applied to the service environment, increasing sales across all service calls.

Webhelp worked with our client to provide advisors with a single view of each customer and their order history, so they can take advantage of every selling opportunity.

In addition to increasing sales, Webhelp was able to reduce customer attrition by introducing a Welcome programme that focuses particular attention on customers during the first three months of trading. This has dramatically increased early day retention.

The operation:

A rightshoring approach uses 150 advisors across two sites in Rothesay and Cape Town to deliver service and sales in parallel, and to meet our client’s demanding “low cost, high quality” agenda.


Results:

As discussed above, results have been highly impressive across the board.

NPS:

  • Rothesay +70
  • Cape Town +76

Customer satisfaction:

  • Rothesay 76%
  • Cape Town 83%

First time resolution:

  • Rothesay 97%
  • Cape Town 96%

7% increase in sales value via cross and upsell

A sale on 25% of all service calls

33% reduction in operating cost via offshoring

In 2015 Webhelp and this leading office supply company were shortlisted for the ‘Best Outsourced Partnership’ in the UK’s CCA Excellence Awards.

BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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