Digital Content Optimisation

Retail Reply's worked closely with JLP to develop their customer care transformation strategy to make the next step in customer care experience.​

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Overview

Background

JLP had optimised as much as they could within their existing contact centre setup – to improve beyond this point they needed to invest in a customer contact centre strategy, data & analytics and technology capabilities.

Their current contact centre capabilities were challenged by:​

  • Limiting technology and data​

  • Operating model inefficiencies

  • Remote working​

  • Legacy architecture​


Approach

Retail Reply's worked closely with JLP to develop their customer care transformation strategy and business case to make the next step in customer care experience.​

The business case focused on customer care capability enablement, helping to ensure the business leveraged new tech capability such as automated call routing, text analytics, workforce optimisation etc., to improve customer experience, loyalty, revenue and find opportunity for cost reduction.​

Data & analytics played a significant role in not only informing the right strategy but establishing access to insight for future investments, learning and ongoing improvements.




The Results

JLP now has a data-driven customer care strategy from which a roadmap of workstreams has been initiated and key capabilities prioritised, helping the business redirect low-complexity and non-commercial contacts to more cost-efficient digital channels​. Additionally, it is able to handle high-complexity and commercial contacts within the contact centre with higher cost efficiency and better customer experience, while maximising revenue opportunities​.​

Planning is responsible for implementing the sourcing and procurement strategies of an organisation. Part of this capability is supplier management and assortment forecasting. A successful supply chain achieves optimal delivery of goods from supplier to the customer using forecasting and planning capabilities.

Retail Reply delivers process excellence through technology enablement, including implementing industry leading applications that support these capabilities, such as Oracle Retail, SAP or Blue Yonder.

Supply Chain execution includes all end-to-end operations, from supply through to retail locations and customers. This encompasses, among others, transport planning, replenishment, inventory management, distribution and all logistics operations.

Retail Reply is an expert in delivering execution process excellence through technology enablement, including:

  • Warehouse, Yard, Transport and Order management,

  • End-to-end Supply Chain Visibility,

  • Control systems and processes.

Fulfilment capabilities are responsible for getting goods and services to the customer in a way that meets their expectations and in a cost effective manner.

Retail Reply has helped our clients to deliver innovative omni-channel solutions facilitating optimised fulfilment including Drop Ship (supplier direct to customer), integrating customer fulfilment centres, ship from store, click and collect or fulfilment through third party operations

. Fulfilment operations are also responsible for reverse logistics, effectively managing and mitigating the cost of returns. Retail Reply has extensive experience working with major UK retailers optimising all fulfilment operations.