A consistent customer experience – however they choose to communicate
GAME Group plc is Europe’s leading specialist retailer of pc and video game products, with over 1,300 outlets in ten countries and a number of eCommerce websites. The familiar faces of GAME and Gamestation can be found in prime retail locations throughout the UK and in Europe.
The GAME solution was delivered in partnership with Capgemini as part of a business transformation process. The brief was to streamline customer journeys online and via email, in recognition of rising customer expectations in relation to their online experience. The GAME team believes customers should receive outstanding service, whatever channel they choose and the numero platform is a central enabler of this vision.
Through the numero solution, a team of more than 20 contact centre agents in Basingstoke and York can manage all inbound email contact from online GAME customers. The importance of the numero solution is summarised by David McGreevy, Head of Customer Services at Game:
"Increasing numbers of customers are requesting online customer services and the challenge for GAME is to ensure that regardless of the way a customer contacts us, the customer experience is consistently high across all channels. With numero’s platform we can enhance every customer's experience, so they receive a consistently high level of service.”
Gavin Sotheran, Principal Consultant at Capgemini, is impressed by the results of their partnership with numero so far:
“We have been working in partnership with numero for over 18 months to deliver industry leading solutions for our mutual clients, which not only demonstrate tangible business benefits, but future proof the customer experience against rapidly evolving channels and customer preference. numero’s breadth of channel and industry insight, working in collaboration with Capgemini de-risks business delivery and accelerates return on investment."
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