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Retail
RetailPlus Omnichannel Customer Experience Integration
Challenge
Disconnected customer touchpoints creating inconsistent experiences
Solution
Unified omnichannel platform with seamless handoffs
Key Results
100%
Channel Integration
4.2/5
Customer Effort Score
92%
Cross-channel Resolution
+35%
Agent Efficiency
The Challenge
RetailPlus, a major retail chain with both online and physical stores, faced significant challenges with their fragmented customer service approach:
- Customers had to repeat information when switching channels
- Inconsistent service quality across touchpoints
- No unified view of customer interactions
- Frustrated customers and inefficient agents
Our Omnichannel Solution
We designed and implemented a comprehensive omnichannel integration that connected all customer touchpoints:
Unified Customer Platform
- Single customer view across all channels
- Real-time interaction history
- Seamless handoffs between channels
- Consistent service standards
Channel Integration
- Phone, email, chat, social media, and in-store
- Mobile app integration
- Self-service portal
- Video support capabilities
Results Achieved
The omnichannel integration delivered remarkable improvements:
- 100% channel integration achieved
- Customer Effort Score improved to 4.2/5
- 92% cross-channel resolution rate
- 35% increase in agent efficiency
Project Details
Timeline
8 months
Team Size
15 specialists
Technologies
API Integration
Cloud Platform
Real-time Analytics
Mobile Development
"The omnichannel integration has transformed how we serve our customers. They can now seamlessly move between channels without losing context, creating a truly unified experience."
Michael Chen
Director of Customer Operations, RetailPlus