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Retail Technology, Retail technology News

John Lewis electricals outsources aftercare

Tuesday September 28 2010

Electrical and technology customer aftersale support consolidated under Sitel deal and centrally managed using the provider’s bespoke CRM system

Electrical and technology customer aftersale support consolidated under Sitel deal and centrally managed using the provider’s bespoke CRM system

 

John Lewis has selected business process outsourcing (BPO) provider, Sitel, to provide technical support for all electricals customers across the UK from Sitel’s contact centre in Exeter.

 

John Lewis wanted to enhance its in-store technical support service to give customers the added flexibility of solving technical queries from home, as well as coming into their shops.

 

Familiarity proves added worth

 

Sitel said it was selected after a competitive search for a contact centre partner search because it had experience working with a number of other international blue chip leaders in the electronics space, demonstrating a track record in design and delivery of efficient support processes that offered John Lewis the balance of cost while retaining quality of customer service. Sitel is also an existing partner of eight years on John Lewis’s free 90-day software support team.

 

With the Sitel solution, John Lewis is benefitting from a bespoke customer relationship management (CRM) system created and managed from Sitel to centralise all new customer purchasing and after-sales information. As a result, if a customer contacts the new technical support centre or visits a John Lewis shop, Partners (staff) are able to access updates on progress with any product.

 

Outsourcing cultural ethos

 

“In searching for a contact centre provider, it was critical that we find a partner that could make the John Lewis brand come to life in an outsourced environment. It was our highest priority that there be no change to the perception of customer service or brand experience despite moving the operation off-site,” said Lesley Ballantyne, director of operational development for John Lewis retail operations. “Sitel brings significant experience in customer care for electronics and innovative ideas for improving the customer experience. We’re confident this partnership will give greater flexibility for our customers while retaining our high customer service standards.”

 

Sitel’s Exeter centre will field phone and email support enquires from John Lewis electrical and technology customers and will provide technical support and administration.