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Customer Support for an International Wholesale Retailer

METRO is a leading international wholesaler. “Champion for Independent Business” with over 50 years of experience, METRO is now the largest and most important retailer with more than 670 stores in 34 countries.

  • Industry Retail
  • Location Germany
  • Size 95,000+ employees
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About the project

  1. Challenge

    METRO Сash & Carry decided to switch from In-House to Outsourced Call Center to improve quality and customer experience. It was necessary to ensure that the transition process is smooth and data is transferred in an easy and reliable way. We have implemented a CRM system that made maintaining customer profiles more convenient, increased the security of customer data and made it possible to support customers through multiple channels (calls, mail, social networks, internal customer resources) in one system.

  2. Key requirements
    • Experience with Zendesk CRM system
    • Knowledge of various categories of food and non-food items
    • High level of customer satisfaction
    • Working experience with wholesale and HoReCa clients
  3. Solution

    Simply Contact managed to organize a smooth transition to the outsourced contact center. We have also implemented a CRM system, improving analytics and monitoring reports that keep us constantly updated on customers' data. Through CRM administration, our agents handle a large number of incoming client requests via multiple channels of service.

  4. Tasks we fulfill
    • Informing clients about locations, working hours and working rules of shopping centers
    • Educating customers on product costs, promotions, loyalty programs, availability of goods
    • Full cycle complaint handling
    • Recording all requests using a CRM system
    • Email handling
    • Social networks handling
    • Processing requests from partners and wholesale customers
    • Reporting for all channels
Case

Results

Agents' experience with wholesale and HoReCa clients and various categories of food and non-food items produced excellent results. Strong communication skills of the team and quick responses through different channels increased customer satisfaction which led to growing loyalty.

  • 98%

    of requests are resolved within 120 seconds

  • 95%

    of clients mark service quality as excellent

  • 5

    service channels

  • 12000

    calls handled per month

Testimonial

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently, the Simply Contact support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows accumulating customers’ queries through multiple channels and ensures the security of clients’ data. Simply Contact proved themselves as a reliable partner, and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist

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