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Cencosud colombia sa

Cencosud Colombia SA

Delivering excellent service to customers and maintaining regional retail market leadership

The Business Challenge

Provide consistent services to Cencosud associates in serving customers in every store across 5 countries - Brazil, Argentina, Chile, Peru and Colombia.

The Solution

  • Unisys Business Process Solutions to implement 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.
  • Unisys Digital Workplace Solutions 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%
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