[Model Case] CRM Implementation - Consolidation of Store Representative Phone Calls into Call Center Operations

basic information

**Customer Challenges:** - There were frequent complaints due to a low response rate, as staff could not answer phone calls while attending to customers. - Customer satisfaction decreased due to being passed around, and differing answers depending on the store (branch). - During phone calls, customers in-store had to wait, leading to a decline in service quality and loss of business opportunities, which we want to improve. - Time spent on phone calls at the store (branch) led to overtime as staff could not focus on their primary duties, necessitating improvements in workload and cost reduction. - The head office could not grasp the inquiries from customers entering the store (branch), resulting in missed opportunities to utilize customer feedback for improvements and development. - There were variations in skills and quality in phone handling due to the different stores (branches) managing calls. *For more details, please refer to the PDF document or feel free to contact us.*

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Applications/Examples of results

【Examples of Target Industries】 ■ Banks (branches, ATMs), restaurants (restaurants, izakayas, bento), accommodation facilities (hotels, inns) ■ Karaoke shops, movie theaters, convenience stores, 100 yen shops, rental DVDs, CDs ■ Department stores (department stores, supermarkets), home centers, discount stores ■ Drugstores, travel agencies, real estate companies, cram schools *For more details, please refer to the PDF document or feel free to contact us.