Working closely with the client, Inspiro launched continuous improvement of programs and tools.
80% increase in order fulfillment rate
47% reduction in customer escalations
Stella Elite status for Customer Service
Background
In support of their growth and expansion plans, the Client, a US floral and gourmet foods gift retailer and distribution company sought a partner to handle its customer service, sales, and back-office operations.
How We Delivered
To help the client hit their milestones, Inspiro:
- Initiated Lean Six Sigma projects focused on boosting campaign sales metrics, streamlining back-office processes, and improving order fulfillment rates
- Pioneered Proactive Chat to drive customer engagement and sales
- Launched Queue Improvement and Queue Excellence projects aimed at improving back-office operations
- Deployed a robust process for seasonal ramps, ensuring all business support groups are aligned end-to-end
Results
Our proactive continuous improvement initiatives resulted to:
- Increased order fulfillment rate by 80%
- Reduced customer escalations by 47%
- Significant improvement in chat split AHT by 44%, from 900 to 400 seconds
- Helped the client earn Stella Highlights for all channels and achieve Stella Elite Status for Chat
- As the client’s partner of choice for its ramp requirements, we saw a 20% average increase in seasonal FTEs year after year
- Exceeded Client’s conversion goal for seasonal ramp by 10%