Delivering excellent service to customers and maintaining regional retail market leadership
Business challenge
Provide consistent services to Cencosud associates in serving customers across all stores in five countries - Brazil, Argentina, Chile, Peru and Colombia.
Solution
Unisys implemented a point-of-sale application in Colombia that consolidates information regarding Cencosud’s customer loyalty program, sweepstakes, vouchers and other promotional activities conducted by stores or groups of stores; Unisys provides 24/7 support in Portuguese and Spanish via Unisys Next-Generation Service Desk and Unisys Field Services (desktop management and support, deskside support, repair services and application support) in Colombia to support ~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 for a consistent and reliable customer service
- Reduced service delivery costs by ~20%
Based on its global best practices, including handling high volumes of calls in multiple languages and providing large regional coverage and ongoing support, Unisys enables Cencosud to concentrate on the essentials of our business.
Sebastián Cabrera
Regional Leader of IT User Support Center, Cencosud Colombia SA