Coforge gives global coffee chain an IT makeover, delivers seamless support across regions

Challenges

The highly fragmented current landscape and service delivery model has resulted in poor user experience, delays, lack of visibility of requests, and operational inefficiencies. There was a need for a unified service delivery model capable of delivering seamless support across regions

Solution

• We set up an all-region centralized service desk as a single point of contact.
• Built omnichannel access by integrating processes and systems to transform the fragmented landscape into a seamless, modern service delivery model
• Enabled advanced virtual assistance with chat & call-back scheduling features to improve real-time engagement
• Field services leveraged augmented reality for faster remote issue resolution.
• AI-based Virtual Assistant (Coforge Amyra) for self-service and deployed a centralized knowledge base covering 90% of topics
• Implemented a centralized Endpoint Management based on a combination of SCCM and Intune for improved visibility, management, and control.

The Impact

• Reduced Average Handle Time (AHT) and Increased First Contact Fix (FTF) rates.
• Created standard processes & SOP which brought uniformity and consistency to operations
• Improved user experience by introducing initiatives such as self-service options, call-back services, virtual assistants, and augmented reality-based support

To learn more about our winning strategies and offerings, visit RetailAndCPG@coforge.com