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为客户提供优质服务

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 Cencosud Colombia SA: Enhancing Customer Service and Retail Market Leadership - IoT ONE Case Study
技术
  • 应用基础设施与中间件 - 事件驱动型应用
适用行业
  • 零售
适用功能
  • 采购
挑战

为 Cencosud 员工提供一致的服务,为巴西、阿根廷、智利、秘鲁和哥伦比亚 5 个国家/地区的每家商店的客户提供服务。

客户

Cencosud 哥伦比亚 SA

关于客户

Cencosud Colombia SA是一家上市的跨国零售公司。它是智利最大的零售公司和拉丁美洲第三大上市零售公司,与巴西 Companhia Brasileira de Distribuição 和墨西哥 Walmart de México y Centroamérica 竞争该地区最大的零售公司之一。该公司在拉丁美洲拥有超过 1045 家门店。

解决方案

Unisys 业务流程解决方案在哥伦比亚实施销售点应用程序,该应用程序整合了有关客户忠诚度计划、抽奖、代金券以及商店或商店集团开展的其他促销活动的信息。

Unisys Digital Workplace Solutions 提供葡萄牙语和西班牙语 24/7 支持,包括服务台、桌面管理和支持、桌面支持和维修服务,以及哥伦比亚的应用程序支持;支持所有商店的约 7,000 名最终用户,以及中国的一个采购中心(每月总计约 70,000 次查询)。

运营影响
  • 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.
数量效益
  • 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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