With annual sales of over $15 billion, and 52,000 employees worldwide, our client sells office supplies to customers in 42 countries.

Business challenge

Faced with the most challenging economic climate in decades, our client is experiencing a reduction in customer spend as businesses put the squeeze on expenditure.  The market is almost at saturation point from suppliers who are able to offer very similar propositions and there is increasing competition from a glut of new market entrants.

Our client realised that in order to stand out from the crowd they needed to have an enhanced and differentiated customer experience offering.  The key challenge they were faced with was how to drive reduction in both customer frustration and soaring costs.  Additional requirements would be to secure an increased share of their customer wallet and reduce customer churn whilst increasing customer retention and in order to achieve this, they needed to form a strategic partnership with a contact centre solution who could offer a robust business continuity provision.

Webhelp TSC solution

We focussed on a comprehensive approach designed to overhaul how we would secure an increased share of customer spend by re-branding and re-shaping the operational environment from Order Entry to Sales through Service.  We introduced a Telephone Account Management function to protect and grow revenues from higher spend customers within the overall account base.  A customer focused Net Promoter System was implemented to place the client at the heart of decision making and business improvement projects.  Our unique HEROcalltrack was also deployed to enable us to gather customer rich behavioural data to assist with the overall Insight programme

Account Director Mark Ross commented; “This has been a really rewarding and worthwhile campaign.  Whilst we were fully capable of meeting our client’s challenges and delivering these tremendous benefits for them, we were also able to afford them the ability to operate “business as usual” throughout an ongoing operational and process enrichment.”

What we delivered

Sales revenues of £120m were generated from inbound customer calls.  Add-on sales had a 100% uplift over the last year, delivering an additional £5m in revenue to our client on an annual basis.  Further revenues of over £36m annually are being supervised by a Telephone Account Management function.  Customer and call reduction programmes are in place based on strong customer analytics derived from our Insight process.  Six thousand unnecessary delivery query calls have been successfully eradicated annually, reducing both cost and customer frustration.

We increased our client’s market share and share of customer spend in a challenging economic environment – Mark Ross, Webhelp TSC

Mark continued; “We increased our client’s market share and share of customer spend in a challenging economic environment, and most importantly, helped them to gain real insight into their customer behaviour enabling them to drive customer advocacy to the brand.”