Case Study from the Retail and Consumer Electronics Industry

This client is the leading European online retailer of golf equipment, apparel and accessories. Thanks to their consistent customer oriented approach and close cooperation with PGA professionals, they became market leaders in their industry. As an authorized supplier for all products available in their shop and focused on high levels of customer satisfaction, they made their business model  extremely successful.

The main challenge for our client was finding a partner with demonstrated expertise in providing a scalable support model that could accommodate the specific dynamics of their European expansion plan. This implied having multi-language resources on standby with fast activation times based on product launch dates in specific geographies. Two critical requirements from this client were data security and confidentiality.

After careful consideration, this client opted for our Shared Services platform since it allows greater cost flexibility without compromising on quality. This enabled a scalability level tailored to our client’s product launches plan for European markets. Conectys constitute the single point of contact for pre-sales support and order tracking enquiries originating from our client’s German site.

Through Conectys, our client was able to address a higher number of customer interactions which not only resulted in increased customer satisfaction, but also triggered more orders thus, exceeding projected revenues. This helped consolidate our client’s brand as a leader on the German market.

The main achievements for this client were:

• 100% of orders are now processed in accordance with the highest data security standards as a direct result of Conectys’ PCI compliance
• The Call Abandon Rate has decreased under 1% in less than 3 months after the start date of operations
• Since the start of operations with Conectys, 98% of all calls were answered in less than 40 seconds.