METRO is a leading international wholesaler. “Champion for Independent Business” with over 50 years of experience, METRO is now the largest and most important retailer with more than 670 stores in 34 countries.
About the project
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.
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.
Agents' experience with wholesale and HoReCa clients and various categories of food and non-food items produced excellent results. Strong communication skills of the team and quick responses through different channels increased customer satisfaction which led to growing loyalty.
of requests are resolved within 120 seconds
of clients mark service quality as excellent
calls handled per month
METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently, the Simply Contact support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows accumulating customers’ queries through multiple channels and ensures the security of clients’ data. Simply Contact proved themselves as a reliable partner, and we appreciate their input in customer experience development.
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