Customer Support for an International Wholesale Retailer

About the project

1. Challenge

   METRO Сash & Carry decided to switch from In-House to Outsourced Call Center to improve quality and customer experience. It was necessary to ensure that the transition process is smooth and data is transferred in an easy and reliable way. We have implemented a CRM system that made maintaining customer profiles more convenient, increased the security of customer data and made it possible to support customers through multiple channels (calls, mail, social networks, internal customer resources) in one system.

2. Key requirements
   • Experience with Zendesk CRM system
   • Knowledge of various categories of food and non-food items
   • High level of customer satisfaction
   • Working experience with wholesale and HoReCa clients
3. Solution

   Simply Contact managed to organize a smooth transition to the outsourced contact center. We have also implemented a CRM system, improving analytics and monitoring reports that keep us constantly updated on customers' data. Through CRM administration, our agents handle a large number of incoming client requests via multiple channels of service.

4. Tasks we fulfill
   • Informing clients about locations, working hours and working rules of shopping centers
   • Educating customers on product costs, promotions, loyalty programs, availability of goods
   • Full cycle complaint handling
   • Recording all requests using a CRM system
   • Email handling
   • Social networks handling
   • Processing requests from partners and wholesale customers
   • Reporting for all channels