Nisum implemented an automated Concierge process to increase customer satisfaction, profitability, and ROI.
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
|
-20%
|
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:
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Overly complex high-value orders:
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Only had a 14% success rate in processing orders
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Required manual processing most of the time
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Multiple systems required to gather information on the status and fulfillment life cycle of orders
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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:
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Reduced labor costs required to support the manual process
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Reduced “Where Is My Order?” calls for high-value orders
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Increased visibility to customer order life cycles, customer-agent assignments, and ability to set reminders for customer follow-ups
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Automated flagging of Concierge orders
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Faster follow-ups with customers
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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.
