A Unified Customer Service Solution For
World Class Experience
PTP conducted a comprehensive assessment of people, processes, and technology for Hershey’s, leading to the development of a global, shared services platform that integrated contact center and CRM systems.
THE CHALLENGES
Hershey’s required a scalable system that allowed distributors, wholesales, and retail customers worldwide to stay connected using the same data. However, their current contact center technology was impeding their goal of world-class customer service, leading to challenges that included:
Burdened contact centers
Limited customer self-service options
Cumbersome interactions
A lack of real-time and historic view of the customer
Inefficient collaboration across departments and time zones
The Technology Partnership to Unify and Optimize
PTP recognized that a full overhaul of the existing technology center was necessary, but that the task had to be accomplished without shutting down the vital infrastructure. Our implementation and solution included:
CRM and Contact Center Systems Integration
360-degree view of the customer provided agents with immediate insight into their history, making the department and location of customer and agent irrelevant.
Intelligent Interaction Routing
By differentiating agents’ skills, the rate of first-contact resolutions was increased.
Voice Self Service
A self-service solution addressed common customer needs, which were determined by PTP’s analysis of customer interaction history.
Workforce Management
Staff talent and timing was better aligned for accommodating high contact volumes, while increased automation boosted proactive outreach efforts.
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Significant spike in sales
Measurable increase in first-contact resolutions
Boosts in efficiency to all contact centers
360-degree customer views
ABOUT
As one of the world’s largest chocolate manufacturers, Hershey has products for sale in over 60 countries.
OUR SUCCESS
CAN BE YOUR SUCCESS
Since our beginning, we've been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we'd like to do the exact same for you. Just give us a call to get the conversation started.