The Business Challenge
Provide consistent services to Cencosud associates in serving customers across every store across 5 countries - Brazil, Argentina, Chile, Peru, Colombia.
- Implemented a Point of Sale application in Colombia that consolidates information regarding the customer loyalty program, sweepstakes, vouchers and other promotional activities conducted by stores or groups of stores.
- Global End User Services model with 24/7 support in Portuguese and Spanish, including service desk, desktop management and support, deskside support and repair services, and application support in Colombia; supports ~7,000 end users across all stores, as well as a procurement center in China (totaling ~70,000 queries per month).
Results and Benefits
- Achieved a globally consistent end user experience via a single, unified service desk model
- Exceeded the target of 70% first call resolution rate, ensuring consistent, reliable services to customers
- Reduced service delivery costs by ~20%