Contact Centre and Service Strategy Review
Bunnings one of the largest retailers wanted independent review of its strategy to ensure it got results for its customers and business.
Project
Customer Science undertook a review of the contact centres for customer support and store reception to optimise service, call design, and development of digital engagement. Channel strategy, market scan and benchmark review. Identified group challenges in trade, in home and field support.
Results
- Aligned contract centre efforts across the organisation
- Mapped optimisation plan for contact centre
- Roadmap for digital online support and channel migration