Enhancing a Key Field in a US Floral Retailer’s Operations
Overview
Inspiro helped the client streamline their back office operations by proactively establishing processes that enabled the client to anticipate seasonal demand.
Case Background
The Client, a US floral and gourmet foods gift retailer and distribution company, wanted to improve their service delivery efficiency and at the same time, maintain customer satisfaction by enhancing their back-office operations and internal processes.
How We Delivered
To ensure consistent service levels, Inspiro:
- Established a bridge team that mirrored the client’s capability to predict back-office queue and coordinate requests for split changes in real-time
- Laid out Queue Improvement and Queue Excellence Projects aimed at improving back-office operations
- Authored a Negative Verbatim Call-out Process which was eventually acquired by the client for use by its other vendors
- Initiated the disaster recovery and emergency management across all delivery centers to ensure consistent service levels even in disruptive times
Results
- Increased order fulfillment rate by 80%
- Became the 1st partner to exceed CSAT sales score
- Awarded with additional work volume due to excellent performance – becoming the only outsource partner to support all brands
- Reduced customer escalations by 47%
- Perfect Net Promoter Score (NPS) of 10 and top Customer Satisfaction (CSAT) ranking of 8.8 among three vendors
Contact Us
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Industries today face a common challenge: delivering unmatched customer experience (CX) amid rapid digital transformation. This daunting task can overshadow your core business focus, but Inspiro can help! We transform challenges into CX successes, earning us decades-long partnerships with some of the world’s leading brands.
