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Retail & Ecommerce

Trends portray the Retail industry’s need for increasing revenues by deploying an omni-channel customer experience ( in-store, phone, email, web, chat, and social media).

The rapid rise of social and mobile technologies have come together to change the way buyers interact with sellers in today’s market. The change is now happening from the outside in—and it’s a newly empowered, connected customer who is driving the retail agenda.

Customer Experience based solutions….

Intelenet® deployed analytical & six-sigma tools to assess and improve the customer experience over the omni-channel service lines, which resulted in Intelenet’s placement as the “Finalist in the Retail Week Customer Experience awards in 2015”.

Global Service Portfolio

Intelenet® deploys solutions encompassing customer relationship management (CRM) technologies, social media and analytics to deliver accurate, timely information about each customer to an associate before the point of sale. It puts the customer at the center of the transaction, creating positive moments of truth and reducing the customer effort.

  • Customer Management
    Capabilities
    Proof points
    Multi-channel inbound & outbound service support including customer acquisition, query management, discount/sale campaign management, sale closure, credit control, delivery management, collections and refunds & recall management
    • Reformed customer connect rate with IVR workflow, which increase conversion rate from 34% to 50%
  • Distribution & Logistics
    Route Management, Fleet Management, Track & Trace Support, Inventory Management, Warehouse Management, Foreign Transaction Processing & Audit, Reverse Logistics
    • Deployed Intelenet’s mobility tool to provide real-time visibility on all deliveries, and inventory
  • Procurement Support
    Vendor Management, Demand forecasting, Product planning, Materials requirement planning & Management, Distribution planning & scheduling, Purchase order placement & tracking,
    • Process simplification using LEAN methodology supported by Robotics leading to improvement in productivity by 45% for Vendor Helpdesk
  • Retailer Services
    Contract Management, Quote Processing, Order Management, Sales Support, Collections & Accounts Reconciliations
    • Deployed “I-Concile” for statement reconciliations, and Tax Calculator to improve accuracy of invoice processing
  • Sales & Marketing Services
    Pricing Management, Trade Promotion Planning & Management, Customer Profitability, Consumer Analytics, Spend Analysis
    • Deployed Intelenet’s Analysis & reporting Solution that facilitated trends & comparisons
  • Our portfolio supports customers through phone, email, chat and social media mediums, with tool & analytics enablement to ensure personalized service delivery to every customer.
  • Our solutions leverage over 1000+ Retail workforce experienced Customer Experience & Brand Loyalty Management.
  • All processes are strengthened with Lean, Six Sigma & transformation capabilities, as well as supported by over 100+ tools spanning the Customer & Vendor Lifecycle.

Case Worthy

Capability in Action

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