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[S2 General - Case Study] Innovior

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CLIENT National Supermarket Chain

INDUSTRY Retail & eCommerce

BUSINESS SIZE Enterprise, 30,000+ Employees

SOLUTIONS Digital Transformation, CX Strategy

41%

Reduction in service efforts

$1M+

Operational savings

300K

Customer Calls deflected to chat to chat

4.7

Customer satisfaction score Avg.

41%

Reduction in service efforts

41%

Reduction in service efforts

41%

Reduction in service efforts

The Client

Case study text block w/eyebrow

A major supermarket chain with hundreds of locations across the country, serving millions of customers annually and managing over 750,000 customer contacts through their traditional contact centre infrastructure. As one of the nation's leading grocery retailers, they pride themselves on customer service excellence but faced mounting challenges with their phone-first support approach.
The Chanllenges

Case study text block w/eyebrow

A major supermarket chain with hundreds of locations across the country, serving millions of customers annually and managing over 750,000 customer contacts through their traditional contact centre infrastructure. As one of the nation's leading grocery retailers, they pride themselves on customer service excellence but faced mounting challenges with their phone-first support approach.
The Goal
AI is revolutionizing customer service by automating tasks, personalizing interactions, and providing real-time support. Embrace AI to enhance customer experiences.
The Solution

Case study text block w/eyebrow

A major supermarket chain with hundreds of locations across the country, serving millions of customers annually and managing over 750,000 customer contacts through their traditional contact centre infrastructure. As one of the nation's leading grocery retailers, they pride themselves on customer service excellence but faced mounting challenges with their phone-first support approach.
[H4] We hold up a mirror to clients

One of the key things we have done for our clients is to help them understand how failing to meet expectations impacts CX. An example? Online orders for the latest gadgets were flooding in. Customers were excited. There was a genuine buzz around the brand - right up until that the product didn’t come out on time. Cue a horde of upset and angry customers inundating the contact centre.

Quality customer experience helps brands deliver value and that comes when customers feel valued and achieve the right resolution when issues arise. That did not happen on this occasion and we held up a mirror to our client and explained how they had set an expectation and failed to deliver on it. Crucially, we also went a step further and helped the client address why the product had not come out on time.

A commitment to customers typically involves a complex line of people and a myriad of contributing factors. In this instance, there were suppliers, logistics teams and a range of delivery options (eg: couriers, parcel pick-up, drop shippers) and we helped identify where the breakdown had occurred and provided recommendations to close the gap between expectations and what is being delivered.

Here is what our findings helped us achieve:
  • Long customer wait times averaging 8-12 minutes
  • High operational costs from phone-based support
  • Limited agent capacity during peak periods
  • Difficulty scaling operations for seasonal demands
  • Low first-contact resolution rates

Quality customer experience helps brands deliver value and that comes when customers feel valued and achieve the right resolution when issues arise. That did not happen on this occasion and we held up a mirror to our client and explained how they had set an expectation and failed to deliver on it. Crucially, we also went a step further and helped the client address why the product had not come out on time.

01

Discovery & Analysis

AI is revolutionizing customer service by automating tasks, personalizing interactions, and providing real-time support. Embrace AI to enhance customer experiences and drive business growth.

02

Discovery & Analysis

AI is revolutionizing customer service by automating tasks, personalizing interactions, and providing real-time support. Embrace AI to enhance customer experiences and drive business growth.

03

Discovery & Analysis

AI is revolutionizing customer service by automating tasks, personalizing interactions, and providing real-time support. Embrace AI to enhance customer experiences and drive business growth.
The Results

Case study text block w/eyebrow

A major supermarket chain with hundreds of locations across the country, serving millions of customers annually and managing over 750,000 customer contacts through their traditional contact centre infrastructure. As one of the nation's leading grocery retailers, they pride themselves on customer service excellence but faced mounting challenges with their phone-first support approach.

12% reduction in required full-time equivalent (FTE) positions through strategic team restructuring and workflow improvements

Up to 20% decrease in FTE requirements by implementing contact deflection strategies, process simplification and standardisation initiatives

85% Service level target for calls answered within 34 seconds

A gradual improvement in agent satisfaction scores (ASAT), increasing from 7.3 to 8.2 in four months, exceeding the contractual target of 7

Handling an average of 250 ARR emails per month through enhanced team training and resource allocation

Successfully cross-training and transitioning 33% of agents to provide broader customer service support

Increasing coverage of critical customer interactions, resulting in over 51% of key enquiries being managed by newly cross-trained staff.

 

A commitment to customers typically involves a complex line of people and a myriad of contributing factors. In this instance, there were suppliers, logistics teams and a range of delivery options (eg: couriers, parcel pick-up, drop shippers) and we helped identify where the breakdown had occurred and provided recommendations to close the gap between expectations and what is being delivered.

Takeaway

Case study text block w/eyebrow

A major supermarket chain with hundreds of locations across the country, serving millions of customers annually and managing over 750,000 customer contacts through their traditional contact centre infrastructure. As one of the nation's leading grocery retailers, they pride themselves on customer service excellence but faced mounting challenges with their phone-first support approach.
Key Takeaway
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