Kitbag

Key points:

  • Kitbag selects numero to support its ‘fanatical about service’ brand proposition across all channels to young, technology-savvy, mobile sports fans
  • Fully integrated customer service solution to be deployed across all Kitbag customer channels
  • Integration of the contact centre, back office and web solutions to provide a single view of the customer
  • Integration with the current order management system and web platforms to protect existing investment
  • New ground-breaking services to be provided to sports fans via Facebook, Twitter, web chat and mobile services from a single, fully integrated system
  • Proactive, two-way SMS messaging to keep Kitbag consumers fully informed throughout the customer journey

What we are doing

The numero solution will provide a fully integrated customer service and sales solution to streamline customer journeys across the multitude of channels available to Kitbag customers. Once in place, Kitbag’s young, mobile, sports-mad consumers will enjoy revolutionary customer service with the freedom to choose traditional channels (such as telephony) as well as modern favourites (mobile, email and web) and emerging channels (such as Facebook and Twitter) at any stage in their journey. As a result, Kitbag customers will be able to make contact when and how they like. Agents will efficiently action multiple communications from any source from each customer; supported by a single view of their complete order and contact history. The numero platform will handle everything simultaneously to reduce customer waiting times and increase agent productivity.

Outcomes

The new solution will improve customer experience and satisfaction through first-time resolution of requests, regardless of their source or nature. No more dealing with ill-informed agents, long call-waiting times or repeat calls. Instead, Kitbag customers will be certain of a comprehensive and satisfying experience, irrespective of their chosen communication channel. Customers will also be better informed, thanks to services such as two-way SMS messaging that notifies of stock availability and delivery dates while enabling orders to be placed and dates to be rearranged. Customer segments such as Fire & Forget Consumerists and Digital DIY Dudes* will be fully catered for with the ability to pick and choose their channel of choice at different stages of the journey. For example, to check the availability of a new football away kit by chatting with an agent online while waiting for a match to start, before placing an order over the phone in the car, then checking the status of their order on their Facebook wall and finally confirming a convenient delivery date by SMS message while having a drink in a bar.

Furthermore, the numero solution will drive incremental revenue streams through proactive cross-selling and up-selling via email, web chat, telephony, social media and SMS messaging. With personalised and relevant communiqués directed to each customer based on their behaviour, preferences and characteristics. The numero solution will substantially improve agent productivity and operational efficiency, which will be monitorable through the sophisticated management information functionality contained within the system. And, at a micro-level, Kitbag will have a complete 360 degree view for each customer, agent and order.

Specific benefits will include

  • Integration with the current order management system and web platforms to protect existing investment
  • New ground-breaking services to be provided to sports fans via Facebook, Twitter, web chat and mobile services from a single, fully integrated system
  • Proactive, two-way SMS messaging to keep Kitbag consumers fully informed throughout the customer journey
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