Data Warehouse eCommerce CRM with a call-center support

Case Study

Introduction

Our client has 7 online stores (run on IAI platform) in multiple countries and an international customer support team. In order to facilitate efficient functioning of that team, a custom Data Warehouse solution for call-center operators was needed.

Data Warehouse eCommerce CRM with a call-center support case study - Introduction

Client

International eCommerce store

Services

  • data warehouse
  • IAI Shop integrations
  • backend
  • frontend
  • Web development
  • UI/UX design

Sector

eCommerce

The problem

Data Warehouse eCommerce CRM with a call-center support case study - Problem

Identification of the customer and his/her order takes a tremendous amount of time, before the call-center operator can start to solve the problem or answer any questions. This causes poor support team efficiency and subpar customer experience.

The Solution

We have delivered an easy to use, intuitive Data Warehouse solution, integrated in real-time with 7 different e-commerce shops. Thanks to a clean & simple user interface, the system does not look like a typical Data Warehouse project.

Data Warehouse eCommerce CRM with a call-center support case study - Solution

It provides the employees with essential information about the customers who are contacting the call-center. As a result, the whole process of client/order identification has been sped up significantly. This transfers directly into higher efficiency of the customer service team, as well as amplifies positive user experience for the clients.

In short:

  • data integration from many sources with thousands of queries,
  • real-time customer recognition (by a phone number),
  • customer profile - last orders, payments etc,
  • customer buying patterns - what products does he/she usually buy,
  • customer rating system - whether he/she is polite or not for the operators.

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