Leading Grocery and General Merchandising Retailer Results • Reduced the volume of customer emails received. • Reduced average handle time related to the servicing of customer emails. • Reduced overall call volume. Opportunity One of the largest grocery and general merchandising retailers in the world relied on two customer service centers, staffed by more than 1,200 employees, to handle general customer service inquiries on products. However, with exponential growth through the addition of new lines of business and overseas subsidiaries, as well as Internet shopping, the organization was struggling to effectively manage customer contacts to resolution. Additionally, the grocer was having a difficult time creating and providing a holistic view of all products and services av

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