Order management and service portal redesign leads to a one-third decrease in click-to-action across interfaces
Order management and service portal redesign leads to a one-third decrease in click-to-action across interfaces
E-commerce consulting for CX

Problem

Our client is a popular US-based floral wire service, retailer, and wholesaler. Since the company used multiple applications for case management, order management and e-commerce, it ran into the following challenges.

  • Customer complaints were not being swiftly addressed
  •  Agents did not have a single point of access to information
  • Scaling up the call center during peak season resulted in significant training costs. Additionally, the onboarding process ended up wasting time.

Solution

Lister conducted a comprehensive creative, tech and content strategy to analyse the existing brand-specific applications for call center users. We also redesigned the order and service application experience.

Outcomes

Lister’s intervention lead to measurable results, including:

  • A reduction in the time taken to onboard contractors during peak season
  • Click to action across interfaces reduced by 1/3
  • Improved call center response leading to a significant uptick in CSAT ratings
  • Standardisation of e-commerce infrastructure, resulting in a maintenance cost reduction of 50%
Testimonial
Director, E-commerce, a leading luxury retailer in the USA

“Lister Team, you’ve earned every bit of this. E-commerce industry knowledge, best in class solution offerings, knows the customer today and tomorrow, 24/7 resource availability – we gain time & efficiencies.

Director, E-commerce, a leading luxury retailer in the USA
IT manager of an online language learning company

"Your team has helped position us for future growth."

IT manager of an online language learning company
Head of Fulfillment and Customer Service Technology for a leading floral retailer

"Thanks a million team! When I look at the application and the raves from our Customer Service team leaders about the app, your team definitely comes to my mind. Truly great work."

Head of Fulfillment and Customer Service Technology for a leading floral retailer
Director, E-commerce of one of the oldest and largest luxury jewellery brands in the US

Got Appreciation from the customer for maintaining the 5-times ROAS for the campaign spend during 2020.

Director, E-commerce of one of the oldest and largest luxury jewellery brands in the US
Lenovo

Lister has helped optimize and standardize processes, implemented best practices and progressively automated our marketing campaigns. Thanks to their efforts and initiatives, we have been able to shift focus from managing campaign execution to driving campaign effectiveness.

VP/GM Global- Ecommerce