Background
A subsidiary of one of the world’s leading agribusinesses operates multi-channels Customer Relations Centres (CRC) within their markets throughout the world, to strengthen the evolving customers’ relations and to provide proximity services.
With a growing demand and new markets openings, the subsidiary, with a high-end offer, needed a consistent and homogeneous multi-channel contact center infrastructure, to efficiently manage all customers’ interactions and to support quick deployments in new countries.
Challenges
Together with the client, Wavestone had a number of key challenges to address:
- Economic – Propose a suitable infrastructure foundation facilitating new markets deployment while generating substantial running costs savings.
- Operational & organisational – Improve governance model, as well as workforce efficiency through common KPIs real-time monitoring.
- Technical evolution – Design a robust and scalable multi-channel contact center infrastructure, based on regional hubs with enhanced ecosystems applications.
Responses and Key Success Factors
Since 2008 to date, Wavestone has been providing end-to-end support on the transformation program by driving the following key activities:
- Multi-channels Contact Center strategy consolidation and business case support.
- Architecture design and RFP coordination for the selection of the most suited providers and solutions.
- Program/Project Management to coordinate the roll-out of the solution into existing and new markets, and to support integration with the overall Information System.
- Coordination of all involved suppliers, including continuous improvement and evolution plans.
