RETAIL SECTOR ENHANCING THE CUSTOMER EXPERIENCE & MAXIMISING

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Brice Terry
8 years ago
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1 RETAIL SECTOR ENHANCING THE CUSTOMER EXPERIENCE & MAXIMISING OPERATIONAL EFFICIENCY How Skype for Business can increase sales and lower costs through better communication and collaboration

2 SKYPE FOR BUSINESS FROM OUTSOURCERY GIVES YOU THE COMMUNICATION TOOLS NEEDED TO ACHIEVE CHANGE. IT ENABLES ORGANISATIONS TO REPLACE THEIR EXISTING TELEPHONY SYSTEMS AND COMBINE VOICE, VIDEO, DESKTOP SHARING, CONFERENCING, INSTANT MESSAGING AND USER PRESENCE IN ONE USER INTERFACE.

3 TRANSFORM THE WAY YOU WORK The challenge for the retail sector is how to meet the changing demands and behaviours of consumers, maintain their loyalty and maximise profitability. By transforming the way that you communicate and collaborate, organisations can break down communication silos and work more productively as a connected whole. Retail businesses need to be agile and responsive to customer needs. However, the complex structure of many organisations can block effective communication and collaboration between colleagues, departments and site locations. Skype for Business from Outsourcery gives you the communication tools needed to achieve this change. It enables organisations to replace their existing telephony systems and combine voice, video, desktop sharing, conferencing, instant messaging and user presence in one user interface, which is accessible from any device, anytime, anywhere. HERE ARE SOME OF THE WAYS SKYPE FOR BUSINESS CAN HELP TRANSFORM YOUR ORGANISATION CONNECTED OPERATIONS IMPROVE CUSTOMER SERVICE From marketing to merchandising, IT to finance, helping your operational teams to work together effectively is essential for continued growth. Skype for Business enables users to see at a glance whether a colleague is available and immediately ask a quick question using instant messaging or begin a voice or video call without the usual back and forth of s. If they need to include another colleague in the discussion, they can see if they are available and instantly add them to the conversation, helping informed decisions to be made faster. The ability to answer customer questions immediately and provide a quick resolution to their query is key to serving customers better and increasing sales. Customer facing staff in retail stores or contact centres can use Skype for Business to instant message another store about product availability or search by department to find the right person to join the call and give the customer the answer that they want, there and then. SKYPE FOR BUSINESS ENABLES YOU TO MOVE YOUR TELEPHONY TO THE CLOUD, REMOVING THE NEED FOR AN ON-PREMISES PRIVATE BRANCH EXCHANGE (PBX)

4 EFFECTIVE STORE MANAGEMENT Managers rely on being able to stay connected and engaged with colleagues and customers. Skype for Business gives them the tools to connect with other store managers, experts in head office or warehouse workers to instantly get the information they need to provide better customer service. It also gives managers the ability to keep in touch with stores in their area when they are travelling to check that operations are running smoothly. MAXIMISE SUPPLIER ENGAGEMENT The federation feature within Skype for Business gives retail organisations the option to connect with suppliers and external agencies anywhere in the world. Key contacts can be contacted in exactly the same way as colleagues, reducing the amount of time that is spent waiting for a response to an or voic . The ability to create a telephone conference and add video, desktop sharing and file sharing enhances the supplier-retailer relationship with immediate collaboration capabilities that save both parties time and money. REDUCE PROPERTY COSTS Many organisations have already introduced mobile and remote working to reduce property overheads. However, to fully realise the benefits of this model, it is vital that employees have the tools to do their job from wherever they need to work. Skype for Business gives users access to their communication tools without having to physically be in the office, helping to further rationalise the property estate, release capital and reduce operational and facility costs. REDUCE TRAVEL COSTS AND CARBON EMISSIONS Employees can use Skype for Business to stay productive and connected wherever they are. Voice and video conferencing can enable regular meetings to take place virtually, saving the time and expense of travelling to head office or between stores. You can also broadcast company-wide meetings to up to 10,000 people anywhere in the world, which can play a significant role in reducing corporate carbon footprint. CUSTOMER FACING STAFF CAN USE SKYPE FOR BUSINESS TO GIVE THE CUSTOMER THE ANSWER THAT THEY WANT, THERE AND THEN

5 SUPPORT YOUR WORKFORCE Introducing Skype for Business alongside a flexible working policy helps to drive productivity by supporting staff to work and communicate effectively. Whether in the office, at home or on the go, they have the communication tools to be more accessible to both colleagues and suppliers. It is also widely documented that flexibility in the workplace helps to improve work-life balance, increasing employee satisfaction and retention. ELIMINATE TELEPHONY COSTS Skype for Business can act as a replacement for a traditional telephony system. It removes the need for an on-premises Private Branch Exchange (PBX) and the associated cost and time of maintenance and keeping the technology up-to-date. It provides the functionality, availability and stability expected from a conventional telephony system with the added benefits of increased flexibility and mobility all without the up-front capital outlay. EFFECTIVE CALL MANAGEMENT Implementing Skype for Business from Outsourcery as a contact centre solution can enable you to integrate your front and back office functions, allowing users to draw on the knowledge of the whole organisation to help customers. Agents can use instant messaging, screen sharing and add colleagues into a call to answer a question, improving call resolution times and reducing call abandonment rates. Call recording also can be added to the solution to monitor customer satisfaction, assist with training and ensure PCI compliance. WHAT NEXT? If you want to help your organisation transform the way it works, get in touch with us for more information about Skype for Business. We can run free workshops with your key decision makers to demonstrate the technology and provide proof of concepts to support your business case and demonstrate the benefits of cloud and Unified Communications. Call us: us: info@outsourcery.co.uk THE FEDERATION FEATURE WITHIN SKYPE FOR BUSINESS GIVES RETAIL ORGANISATIONS THE OPTION TO CONNECT WITH SUPPLIERS AND EXTERNAL AGENCIES ANYWHERE IN THE WORLD

6 ABOUT OUTSOURCERY Outsourcery is a leading provider of Unified Communications in the UK with proven experience of delivering over 100,000 seats of Skype for Business. UK Data Sovereignty is guaranteed through a UK business operating UK data centres with 24/7 UK support. Service is guaranteed through financially backed SLAs with up to 99.99% availability and dual site redundancy. We pride ourselves on offering the most complete product offering combining Skype for Business core features with full PSTN capability (including European telephony and global in country conferencing), call recording, and contact centre functionality. As an Ofcom-regulated Telco we provide ease of engagement through unified billing for calls and systems plus number porting and set-up. We work with our customers to make the complex simple through cloud migration consultancy supported by trials and proof of concepts. Our experts efficiently deliver hybrid solutions with the ability to integrate with Office 365 and on-premises technology for a smooth migration to the cloud. All of this backed by the confidence of working with an award winning Microsoft Gold Partner. OUT/SKY000004/D

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