Littlewoods Retail Limited has selected CRM and eBusiness specialists Kainos to assist in an upgrade of its Call Centre Systems throughout the UK. The project is worth an estimated £2.5 million. The comprehensive Customer Relationship Management (CRM) implementation, known as Project ‘Connect’, incorporates the latest proven technology further strengthening Littlewoods customer-focused strategy.
Littlewoods is one of the UK’s largest and best-known retailers. Their new 2500 seat system will be used by over 6000 Call Centre Advisors across the company’s three contact centres in Crosby, Preston and Sunderland.
The new call centre environment is part of Littlewoods’ drive to deliver a consistently high standard of customer service. The project allows them to enhance satisfaction through increased efficiency and improved access to Littlewoods new and existing products and services.
According to Mr. David Hallett, Group IT Director at Littlewoods, “Project ‘Connect’ is a significant investment and demonstrates a clear commitment to re-enforcing Littlewoods as one of the UK’s top retail brands. Our aim is to deliver a consistently high standard of customer service and satisfaction at all of our customer touch points. We will achieve this by providing our advisors with the enabling tools and information to more efficiently respond to product queries, orders and requests.”
“We selected Kainos, after a rigorous evaluation process, primarily for the strength and depth of their CRM experience and the quality of their people.”
Brendan Mooney, Managing Director at Kainos commented; “We are delighted to be partnering with Littlewoods in what is a strategic project for both companies. Our initial work in jointly redesigning the customer facing business processes offers Littlewoods the opportunity to significantly enhance the customer service experience which in turn will lead to improved customer loyalty and increased sales revenues”.
The new system enables Call Centre Advisors to provide customers with a more personal buying experience. The improved functionality will ensure the experience is tailored to meet each customers needs. The system will support multi-channel management of customer Information and will build upon Littlewoods’ established Call Centre competencies. Based on the market leading Chordiant contact centre solution, the project also represents a key milestone in the partnership signed between both Kainos and Chordiant earlier this year.
Kainos has deployed a dedicated team of consultants and developers to work in close collaboration with Littlewoods on all stages of the multi-phase implementation. The initial phase of process redesign is close to completion.