Customer Management Solutions
World Class Customer Service powered by Continuum™
Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Customer Management Solutions for the Retail Industry
The Retail industry is being rapidly reshaped by technology solutions that are designed to empower the customer. This is changing how consumers shop, compare, and purchase goods from retailers around the world. For today’s Retail organisations, the key to success lies in the ability to successfully manage all forms of customer interactions, while quickly and accurately meeting the customer’s expectations. Winning over new customers is one challenge, but taking strategic measures to invest in existing customers provides the foundation for long-term growth and stability.
Our retail customers include Argos, Homebase, Harrods, Next, Starbucks.
Argos is the largest non food retail chain in the UK employing 23,000 personnel, across more than over 525 stores throughout the UK.
Christine Bremner, Customer Services Manager at Argos identifies the motivation to work with Charter:
- To be more pro-active in removing customer dissatisfaction and protecting the Argos brand
- Eliminating islands of unconnected customer touch points
- Removing a paper based culture – increase efficiency
- The need for a solution that integrated with other core systems – single view of the customer & the business
- Identifying the real, valued customer!
Within Argos Ltd, Charter has deployed a customer experience management (CEM) platform which captures, manages and reports on customer interactions from across the enterprise; allowing for transparency of customer history regardless of how, when and where they touched the business. Real time customer information is then analysed for trends and anomalies, then passed from customer services to trading, marketing and the Board of Directors for action.
“I think feedback is invaluable, you couldn’t put a price on it, if you don’t know what your customers are saying about you there’s no way you can plan your business.”
Christine Bremner,
Customer Services Manager
Argos
