Case Study -
Comet Service Knowledge (EU)
With over 240 store outlets, 18 service centers and two major contact centre operations, Comet is a leading UK electrical retailer of home appliance and electronics that needed to improve efficiency and customer satisfaction – two seemingly conflicting objectives.
Phil Heaton, Head of Services at Comet plc. notes “We found that we could save at least 8% of our engineering visits - around 65,000 jobs per year. But the benefits we enjoyed (from Servigistics Service Knowledge) went beyond such statistics. We were able to demonstrate to our customers how knowledgeable our people are, enhancing their trust and their loyalty. We also discovered that our high-end differential success was dependent upon the motivation of our agents, which we were able to improve: lower call volumes meant they could spend longer on each call (average call length went from 4 to 6 minutes), allowing them to build a rapport rather than rush conversations.”
We respect your privacy.
*
