Unisys > Case Studies > Cencosud Colombia SA: Enhancing Customer Service and Retail Market Leadership

Cencosud Colombia SA: Enhancing Customer Service and Retail Market Leadership

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 Cencosud Colombia SA: Enhancing Customer Service and Retail Market Leadership - IoT ONE Case Study
Technology Category
  • Application Infrastructure & Middleware - Event-Driven Application
Applicable Industries
  • Retail
Applicable Functions
  • Procurement
The Challenge
Cencosud Colombia SA, a leading retail market player, was faced with the challenge of providing consistent services to its associates across all its stores in five countries - Brazil, Argentina, Chile, Peru, and Colombia. The company needed a solution that would enable it to maintain its regional retail market leadership while delivering excellent service to its customers. The challenge was to consolidate information regarding Cencosud’s customer loyalty program, sweepstakes, vouchers, and other promotional activities conducted by stores or groups of stores. The company also required a system that could provide 24/7 support in Portuguese and Spanish to approximately 7,000 end-users across all stores, including a procurement center in China.
The Customer

Cencosud Colombia SA

About The Customer
Cencosud Colombia SA is a leading retail market player operating in five countries - Brazil, Argentina, Chile, Peru, and Colombia. The company is committed to delivering excellent service to its customers and maintaining its regional retail market leadership. Cencosud associates serve customers across all stores, and the company conducts various promotional activities, including a customer loyalty program, sweepstakes, and vouchers. The company also has a procurement center in China and requires 24/7 support for approximately 7,000 end-users across all its stores.
The Solution
To address these challenges, Unisys implemented a point-of-sale application in Colombia. This application consolidated information regarding Cencosud’s customer loyalty program, sweepstakes, vouchers, and other promotional activities conducted by stores or groups of stores. In addition to this, Unisys provided 24/7 support in Portuguese and Spanish via Unisys Next-Generation Service Desk and Unisys Frontline Support Services. These services included desktop management and support, deskside support, repair services, and application support. This comprehensive solution was designed to support approximately 7,000 end-users across all stores as well as a procurement center in China, handling approximately 70,000 queries per month.
Operational Impact
  • The implementation of the point-of-sale application and the provision of 24/7 support services by Unisys significantly improved Cencosud's operational efficiency. The company was able to achieve a globally consistent end-user experience through a single, unified service desk model. This not only enhanced the quality of customer service but also exceeded the target of a 70% first call resolution rate, ensuring consistent and reliable customer service. Furthermore, the solution helped Cencosud reduce its service delivery costs by approximately 20%, contributing to the company's overall profitability.
Quantitative Benefit
  • Achieved a globally consistent end-user experience via a single, unified service desk model
  • Exceeded the target of 70% first call resolution rate for a consistent and reliable customer service
  • Reduced service delivery costs by approximately 20%

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