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A flexible solution for a leading footwear company

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Case Study

Date

July 5, 2024

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A flexible solution for a leading footwear company

Table of contents

  • Challange
A leading global footwear company, valued at $4 billion, was heading into its peak season and facing significant challenges with its website and distribution centre. These issues created a large backlog of customer enquiries, call queues exceeding one hour, and the risk of financial losses during major seasonal surges such as Black Friday and Christmas.

The Challenge:

The client needed an urgent solution to manage the surge in customer calls and chats, clear the backlog, and maintain service quality during peak trading periods. The solution had to be implemented quickly and include multi-lingual capability to support a diverse customer base.

The Solution:

Huntswood implemented operations to handle the surge in customer contacts in less than 10 days from initial engagement to delivery. We deployed over 200 FTE, including multi-lingual agents, and scaled operations flexibly to align with volumes, reducing the risk of over-staffing once the backlog was cleared.

Our accelerated deployment and operational expertise ensured rapid improvement in service levels. We answered 84% of calls and 85% of chats within 30 seconds, exceeding client expectations by 45%. This reduced abandoned calls by 19% and abandoned chats by 22%, delivering performance that was 200% better than contractual SLAs.

The Results:

  • 10 days from initial engagement to delivery
  • 200+ FTE deployed, including multi-lingual capability
  • 84% of calls and 85% of chats answered within 30 seconds
  • 19% reduction in abandoned calls and 22% reduction in abandoned chats
  • 55% revenue increase for the client from 2021 to 2023
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