Case study

A unified way of doing

A customer experience that drives engagement and sales.

FMCG Manufacturer

Consulting Services

Digital marketing, digital experience, customer experience, analytics, and cloud solutions.

Framework

Design thinking, market research and agile.

Challenge

Our client, a manufacturing company best known for making popular consumer home products, saw a steady decline in their sales and a steep rise in product returns during the same period.

They did not have physical stores. They sold directly to consumers through their e-commerce store and sold to wholesalers, distributors, and retail customers to reach consumers as well.

Even though their latest product was highly regarded by consumers for being innovative and sustainable, most found it difficult to operate. They turned to us to help them.

Numbers at a glance

26

Net Promoter Score.

11%

Revenue increases.

4.2

Satisfaction rating.

Solution

After interviewing staff and retailers and listening to several consumer interactions at the support centre, we uncovered the difficulties consumers faced in using their device properly. They required a visual understanding.

Our focus was to look at the consumer support processes and how we could reduce the number of touches attempted by the internal team in resolving incidents and improve first contact resolution targets.

We implemented a digital solution to help the company record and host how-to videos that helped their consumers solve a problem faster and leave feedback.

For more complex and technical issues, we also implemented a digital platform to connect the support staff live to consumers to help them identify the exact problem faced by the consumer and deliver immediate solutions to eliminate back-and-forth.

Result

The client gained a holistic view of their consumers and expanded their participation in the consumer journey to provide great service at every touchpoint in a format that’s convenient to the consumers.

They recognise that our solution did not only turn around declining revenues into increases of 11% over three quarters, but it also helped them build trust in answering questions and giving advice to their consumers. Additionally, they got - and continue to get - key data for their research and development team.

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