Customer response solution provides the right fit

In the retail industry, customer loyalty and a strong brand are paramount. In the executive office of one large global retailer, keeping up with the never-ending avalanche of customer correspondence — emails, letters and social media — was proving difficult.

With the reputation of its brand and the loyalty of its customers at stake, the retailer needed a solution fast. Unable to acknowledge, process and track mountains of incoming correspondence, the retailer sought a fully automated and integrated solution that could support a complex multichannel workflow to track, respond, alert and report in real time.

The retailer had already invested in another platform and had integrated it with its Microsoft Office 365 platform. The integration was painful, clunky and did not deliver the sophisticated level of streamlined workflows, automation and reporting the retailer needed.

Enter DXC Technology. DXC is a global independent solution provider with expertise across the entire IT estate and in multiple industries. An award-winning Microsoft Gold Partner with more than 30 years of history partnering with the company, DXC is recognized for our depth and experience across Microsoft’s offerings.

After hearing of the painful inefficiencies the retailer was experiencing, DXC recommended a solution that would scale and integrate seamlessly with the retailer’s existing Microsoft 365 solution while building an intelligent cloud foundation for growth.

DXC’s solution scales to solve productivity and integration woes

“The DXC team was especially helpful as we implemented MS Dynamics to manage our correspondence process. They took the time to learn our process, made helpful suggestions, and greatly improved how our team works. Today, we are much more efficient thanks to the system they built for us. In fact, we changed the structure of our team after realizing the time we save using Dynamics. Several more teams in our department are now looking at how they can replicate what we’ve done,” says a communications executive at the retailer.

DXC’s easy-to-use solution has significantly improved the retailer’s ability to acknowledge, process, track and report on every type of communication received by the executive office. The solution has reduced response times to customers and improved employee productivity. Intelligent automation, assignments and approvals are speeding up many internal processes. The retailer is now able to communicate directly and efficiently with customers, and the executive office has been able to pivot to a more proactive role, investing in executive communications and articles for public distribution, as well as maintaining the corporate brand image.

By reducing its ticket escalation rate from 63% to just 15%, the retailer’s customer service team is saving up to 17 hours per week. Additional benefits are shown below.

Solution benefits: Microsoft Dynamics 365 and Microsoft Azure Bot Service

• Automated responses. Immediate responses to 100% of contacts, with up to 37% – 72% of responses automatically resolved without human touch.
• Streamlined intake sorting. Immediate intake sorting to the correct person or team. Messages can originate from Contact Us submission, program/personal email inboxes, Outlook and physical mail.
• Trend tracking for decision making. Trend tracking available to inform decisions moving forward, especially related to front-end solutions.
• Machine learning functionality. Machine learning functionality to help provide faster and more accurate solutions over time.

DXC Retail Digital Transformation Sandbox

Built on Microsoft Dynamics 365, DXC Retail Digital Transformation Sandbox is a test-and-learn environment designed to drive continuous innovation and accelerate our customers’ business transformations with minimal risk. The standalone environment enables retailers to test capabilities without affecting their actual platforms, so they can identify and measure the value of new technologies and prioritize their investments.

DXC Retail Solutions, built on Microsoft, include:

• Social listening and engagement. Monitoring social media channels for mentions of brand, competitors, products and relevant topics, combined with the ability to engage with and respond to customers quickly and effectively.
• Customer relationship and marketing management. Managing and analyzing customer interactions and data as well as providing relevant campaigns and content throughout the customer life cycle, driving customer loyalty and sales growth.
• Personalization. Providing personalized, relevant, timely offers and information to customers while scaling capabilities across the business.
• Omnichannel customer experience. Enabling consistency in service, inventory, pricing, purchasing and returns across all channels for seamless interactions and enhanced customer experiences.
• In-store customer engagement. Understanding in-store shopping behavior while enabling access to enhanced engagement in the store to drive sales and repeat purchases.
• IoT and in-store devices. Leveraging connected technology such as sensors, beacons, smart shelves and digital price tags to engage customers and enhance in-store experiences.
• Point-of-sale device and deployment footprint. Offering flexible point-of-sale deployment in the cloud or a hybrid solution for various retail subvertical footprints.
• Intelligent customer service. Enabling data-driven, personalized and automated interactions for enhanced, scalable service and problem resolution.
• Retail back-office operation. Connecting data and processes across the entire organization with an integrated Enterprise Resource Planning (ERP) solution to optimize cross-functional capabilities throughout the business.
• Merchandise planning and execution. Delivering visibility into critical data for more accurate forecasting, inventory planning and allocation to meet customer demands at the right time and place.
• Purpose-built business intelligence (BI) and analytics. Creating a 360-degree view of the customer and the business, turning data into actionable insights for better, faster decision making.