{"id":4328,"date":"2020-05-08T20:22:29","date_gmt":"2020-05-08T20:22:29","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4328"},"modified":"2020-08-27T16:05:09","modified_gmt":"2020-08-27T23:05:09","slug":"hersheys","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/hersheys\/","title":{"rendered":"Hershey\u2019s"},"content":{"rendered":"<h4>\n\t\tA Unified Customer Service Solution For\n\t<\/h4>\n\t<h1>\n\t\t\t\tWorld Class Experience\n\t\t\t<\/h1>\n\t\t<p>PTP conducted a comprehensive assessment of people, processes, and technology for <strong>Hershey\u2019s<\/strong>, leading to the development of a global, shared services platform that integrated contact center and CRM systems. <\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/herseys_logo_circle.png\" alt=\"herseys_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>Hershey\u2019s 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:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tBurdened contact centers<\/li><li>\t\t\t\t\n\t\tLimited customer self-service options<\/li><li>\t\t\t\t\n\t\tCumbersome interactions<\/li><li>\t\t\t\t\n\t\tA lack of real-time and historic view of the customer<\/li><li>\t\t\t\t\n\t\tInefficient collaboration across departments and time zones<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tThe Technology Partnership to Unify and Optimize\n\t\t\t<\/h3>\n\t\t<p>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:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>CRM and Contact Center Systems Integration360-degree view of the customer provided agents with immediate insight into their history, making the department and location of customer and agent irrelevant.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Intelligent Interaction RoutingBy differentiating agents\u2019 skills, the rate of first-contact resolutions was increased.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Voice Self ServiceA self-service solution addressed common customer needs, which were determined by PTP\u2019s analysis of customer interaction history.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Workforce ManagementStaff talent and timing was better aligned for accommodating high contact volumes, while increased automation boosted proactive outreach efforts.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/hersey_image_small.jpg\" alt=\"hersey_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/hersey_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/increase_CAR.png\" alt=\"increase_CAR\" itemprop=\"image\"\/>\n\t\t\t<h4>Significant spike in sales<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/increase_in_response.png\" alt=\"increase_in_response\" itemprop=\"image\"\/>\n\t\t\t<h4>Measurable increase in first-contact resolutions<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/efficiency.png\" alt=\"efficiency\" itemprop=\"image\"\/>\n\t\t\t<h4>Boosts in efficiency to all contact centers<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/review.png\" alt=\"review\" itemprop=\"image\"\/>\n\t\t\t<h4>360-degree customer views<\/h4><h6> <\/h6>\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>As one of the world\u2019s largest chocolate manufacturers, Hershey has products for sale in over 60 countries.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;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&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>A Unified Customer Service Solution For World Class Experience PTP conducted a comprehensive assessment of people, processes, and technology for Hershey\u2019s, leading to the development of a global, shared services platform that integrated contact center and CRM systems. THE CHALLENGES Hershey\u2019s required a scalable system that allowed distributors, wholesales, and retail customers worldwide to stay [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":90,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4328","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4328"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4328"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4328\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4328"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}