How We Revolutionized a Supermarket Chain’s CX, Delivering a 360-degree  Customer View

Challenges

Our client, a major supermarket chain operator, lacked a single record of customer interactions across stores and contact centres. This led to customer-facing executives spending enormous effort managing complaints, poor customer experience and ambiguity in complaint policies and processes, particularly in stores.

The client was looking to migrate existing CRM to cloud-based CRM covering business transactions data migration and providing a customer 360- view.

Solution

• Coforge implemented Cloud-based Pega case management along with 360-degree view of every customer
• A one-time migration of over 10 years of transactions and attachments data was completed from the old Siebel CRM system in production. This was followed by the deployment of daily migration agents and listeners to ensure the incremental migration of all live data until the system cutover.
• Enabled customer service agents to engage with customers regardless of channel, delivering a truly omni-channel experience
• Offered an in-store staff portal for agents in physical locations to provide the same consistent experience as contact centre agents
• Providing Single View of the customer by integrating with 20+ different systems

The Impact

• Improved & consistent customer experience across stores and contact centre
• Track Customer issue resolution on regular basis
• All customer related communication and details at a single screen for C360 view
• New solution rolled-out to 1,400 locations and contact centres
• ~2M Cases resolved using omni-channel strategy
• ~45% Reduction in Maintenance and support costs
• >50% CSAT Improvement