Office Gurus Publically traded 92 year old Image Apparel company

Client Profile:

Publically traded 92 year old Image Apparel company

The Challenge:

Extreme call abandonment rate, exorbitant wait times, and poor credit and collections processes were effecting the Company’s success and the overall customer experience.

Solution:

The Office Gurus implemented a Total Office cross functional team to manage the Company’s collections department and Customer Care.

Background

The Office Gurus implemented a Total Office cross functional team to manage the Company’s collections department and Customer Care.

The Situation

In the highly competitive commoditized apparel industry, customer satisfaction is a true differentiator. It is imperative for companies to provide a positive phone experience every time and be extremely proactive in reacting to AR balances. The Client’s customers were suffering from long hold times, high abandonment rates, and slow reaction time to AR balances.

The Company needed a flexible and dependable low cost solution in order to improve the overall customer experience that they were delivering to their customer base.

The Office Gurus' Solution

The Office Gurus implement improved business strategy

The Office Gurus combined its technology and total office support expertise to develop a unique program for the Client by creating a dedicated cross functional team. The Office Gurus US based implementation team created a detailed training program following an intensive job scoping and documentation process. TOG also leveraged its technology to create an extended office environment, which allowed the agents access to all of the software and shared directories that were needed to support the various functions. From there a detailed knowledge base was created and uploaded for easy agent access, and customer friendly ACD and skill based routing were implemented to ensure the Client’s customers were provided with a terrific telephone experience.

Results

Since partnering with The Office Gurus, the percent of calls answered has increased from 78% to 97.5%, and the average answer time per call has dropped from over two minutes to 8 seconds.

Collections

Since partnering with The Office Gurus, the Client has reduced their Accounts Receivables by one million dollars.

Customer Care

As a value added service, TOG also attempts to complete a temperature check survey on every person who places an order. This has provided the Company with tremendous feedback in regard to their order entry and distribution facility accuracy. TOG has also developed a strong up sell program for the Customer Care team, creating a transition from standard procedures to profit center activities.