Synchronized Retail & E-Commerce Experiences
Driven by Offshore GCC
An E-Commerce Store Journey to Contact Center Excellence
Problem
Today’s shoppers expect seamless, personalized experiences across online and offline channels. The retail and e-commerce firm needed a contact center capable of handling diverse customer inquiries, from order tracking to returns, while ensuring fast resolutions and compliance with India’s consumer protection regulations.
Solution
An advanced contact center platform delivered omnichannel integration, AI-driven automation, and real-time customer insights, enabling the firm to enhance satisfaction across a wide range of shoppers and inquiry types.
Result
85% of customer interactions now achieve five-star ratings, driving a 22% increase in customer retention and a 18% boost in contact center efficiency through actionable insights and automation.
Transforming Retail with GCC-Powered IT Support
Managing over 600,000 transactions annually, a leading retail and e-commerce firm in India with ₹6,500 crore in annual revenue operates online platforms and physical stores across urban and semi-urban areas. Their mission: deliver seamless shopping experiences through technology-driven solutions. However, fragmented IT systems, frequent downtimes, and compliance challenges, compounded by limited in-house expertise, hindered operational efficiency and customer satisfaction.
Actionable Insights through GCC Expertise
Partnering with a Bengaluru-based GCC for five years, the firm has resolved over 120,000 IT tickets, leveraging GCC expertise to optimize system performance. The GCC’s advanced analytics tools identify trends in system issues, such as payment gateway errors or inventory sync delays, enabling proactive resolutions. A benchmarking feature compares IT reliability against other retailers, ensuring a competitive edge in operational uptime.
Boosting Efficiency with GCC-Driven IT Support
The GCC integrated real-time monitoring widgets into the firm’s IT dashboard, achieving a 28% reduction in issue resolution time. Displaying 99.7% uptime metrics across internal channels boosted staff confidence, improving operational efficiency by 22% and optimizing resource allocation through centralized GCC oversight.
Empowering IT Teams for Swift, Compliant Service
Proactive system monitoring by the GCC captures potential disruptions, ensuring uninterrupted operations. The GCC’s integration of e-commerce, inventory, and CRM systems with the IT support platform streamlines workflows, combining ticket management and compliance checks into one interface, reducing resolution times from 48 to 34.6 hours, a 28% efficiency gain.
Leading with Technology at the Core
Weekly GCC-led reviews of system performance data pinpoint root causes, driving improvements like faster payment processing and secure data handling. A prioritized insights report, generated by the GCC, highlights critical focus areas, enabling proactive solutions. By aligning IT operations with customer and business needs, the firm ensures every enhancement, powered by GCC expertise, strengthens shopping experiences and operational resilience.
