Smollan helps grow the world’s best-loved brands by perfecting the shopping experience. With PureCloud, it can rapidly spin up new features and add seats,  especially important for scaling voice and social media channels during busy periods, such as seasonal campaigns.

The cloud based contact center model also enables Smollan to  accurately predict and manage customer demand. Resource scheduling is less time-consuming and, with a single view across all channels, it’s easier to capture fresh insights and devise service improvements.

Now, agents freely collaborate, reducing time to resolve queries. With greater operational visibility, Smollan configures call flows on-the-fly and instantly adapts to changes in customer behavior.
 

Benefits:

  • Agents work more efficiently and resolve customer issues faster
  • More effective planning and management for supervisors
  • 50% improvement in social media response times 

“PureCloud offers us superior technology, the flexibility to add seats during campaigns and enhanced cloud-based storage. Our staff can work from anywhere and, with seamless business continuity, our customers receive unparalleled service.”

Annie Padayachee
Business Unit Head
Smollan

Challenges

  • Deliver exceptional customer experience
  • Make it easier to adapt services and introduce new channels