CASE STUDY

Automation of customer interaction for retail firms contact center

Discover how a retail firm recognized the possibility of RPA as a technology to speed digital transformation, and decided to partner with Sparity for its implementation.

About Company

A Mid-size retail company based out of North America offers a wide range of products under various formats – making it stand out amongst competitors in the market. While managing the logistics- from warehousing, storage, distribution of raw materials and products to servicing. It focuses on connecting diverse communities and cultures with their myriad range of products.

Automation of customer interaction for retail firms contact center

Overview

The retail firm approached Sparity to help them with the inefficiencies in their contact centers, fraud alerting module, cross-sell & up-sell strategies to enhance their customer experience and post-sale support and satisfaction. Sparity acted quickly, implemented RPA and AI solution to automate the workflows, increased security against fraud attempts, and updated algorithms to enhance servicing requests. Significantly shortened wait time and average handle time (AHT) were seen during phase 1 implementation, allowing them to focus on more value-adding activities, significantly improving employee and customer satisfaction.

Challenges

  • Customer interaction was time-consuming, frequently resulted in delayed responses, and leaving customers frustrated. Also, the large volume of tedious and error-prone tasks and lack of controls and pro-longed SLAs had overwhelmed both customers’ and employees’ experience.
  • Need of an end-to-end platform that offered a comprehensive view of all the reporting/data, alerts, and offers.
  • To upgrade their security to detect fraudulent activities.

Implementation

Automation of customer interaction for retail firms contact center

Sparity’s RPA team partnered with the client, automating the workflow to cater to the contact center users.

Automation of customer interaction for retail firms contact center

Offered fully automated and configurable solution that is more flexible to LOB to configure rules for fraud alerting module

Automation of customer interaction for retail firms contact center

Automated customer authentication process combined
with dynamic alerts and cross channel contact
history in an effort to enhance security

Automation of customer interaction for retail firms contact center

Implemented algorithms to Identify
cross-selling and upselling opportunities
for existing customers.

Solution

As part of this transformation, Sparity quickly resonated with the retail firm’s challenges and automated mundane and repetitive tasks, and provided workflow-based solutions to cater to the contact center users. It developed a new servicing desktop solution that will enable them to comprehensively view all customer details, enhance management reporting/data capabilities, provide proactive alerts, cross-sell offers, and more. Implemented necessary security changes for better fraud detection.

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Key Deliverables

Automation opportunities

Streamlined business operation by consolidating, standardizing, and optimizing processes through a combination of RPA and AI solutions

Save time and effort

Achieved High Operational Efficiency with around 90%-time savings per process which improved employee satisfaction and performance

Error-free

Reduction of error rates to near 0% eliminating the cases of human error and increased service delivery time

Profitability

Expected $430k increase in revenue for first-year through integration with RTO (Upsell & Cross-Sell) maximizing ROI

Client Results

The impact we’ve had

At Sparity, we’ve served as a strategic partner for hundreds of the fastest-growing B2B companies.

Learn more about how we help our clients accelerate their growth.

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