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Nisum Anticipates a 30% Reduction in Operational Costs with Automated Process

Jun 12, 2020 1:26:00 PM

Nisum implemented an automated Concierge process to increase customer satisfaction, profitability, and ROI.

automated-process-concierge-ss-client-value

Results:
The automated Concierge program (a program that provides a specialized service to customers who make high-value purchases) reduces the order processing time and cost while increasing the high-value order range for customers to qualify for the Concierge service.

  • -$40K in labor costs for 2020
  • -20% in time spent per order
  • Increase in average order value
  • Increase in purchase frequency

 

Business Challenge:
A Fortune 500 client was dealing with a manual and labor-intensive Concierge process that required multiple resources to manage the status and fulfillment life cycle of high-value orders, leading to:

  • Overly complex high-value orders:
    • Only had a 14% success rate in processing orders
    • Required manual processing most of the time
  • Multiple systems required to gather information on the status and fulfillment life cycle of orders
  • A delay in the fulfillment of high-value orders

Solution:
Nisum automated the Concierge process to increase customer satisfaction, profitability, and ROI for high-value orders by building Customer Relationship Management (CRM) tools, which resulted in:

  • Reduced labor costs required to support the manual process
  • Reduced “Where Is My Order?” calls for high-value orders
  • Increased visibility to customer order life cycles, customer-agent assignments, and ability to set reminders for customer follow-ups
  • Automated flagging of Concierge orders
  • Faster follow-ups with customers
  • Future scalability to include expanded alerts framework, B2B orders, escalated orders, loyalty tiers, high-value customers, VIP customers, etc.

Feel free to contact us for more information on how Nisum can drive results for your company.

Nisum

Written by Nisum

Founded in California in 2000, Nisum is a digital commerce company focused on strategic IT initiatives using integrated solutions that deliver real and measurable growth.

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