Famed for membership-based digital brands, TechStyle is the retail partner of choice for celebrities like Rihanna and Kate Hudson. Using a unique software engine, its website and eCommerce platform provide personalized experiences for more than five million online shoppers.
To propel the business forward, TechStyle sought to transform its global contact centers by increasing service automation and focusing human resources on revenue-generating work. It also needed a more economical way to deal with spikes in volume.
Achieving those goals on a legacy platform was challenging. TechStyle found it hard to integrate its CRM solution, bots and social channels, or offer new services. Unable to roll back software changes, downtime became more regular while quality assurance was resource-heavy — with little opportunity for real-time intervention.
Following an 18-month market-wide tender, TechStyle chose the Genesys Cloud™ platform. “We wanted an out-of-the-box solution with rich capabilities so we could deploy quickly, while also delivering rapid time-to-value,” said Aarde Cosseboom, Senior Director of Global Member Services Technology, Analytics and Product at TechStyle. “In addition, we wanted the ability to cost-effectively customize the platform.”
Benefits
- Under 90 days from contract signing to full global rollout
- Easier to flex resources and handle retail peaks
- Native integration for AI, workforce optimization and social channels
- Better visibility with real-time reporting
- Rapid launchpad for future digital services
“With Genesys Cloud, we have a robust CX platform with all the features needed to raise the bar on the service we provide to members.”
Aarde Cosseboom Senior Director of GMS Technology, Analytics, and Product TechStyle Fashion Group
Challenges
- Reduce non-revenue-generating calls to live agents
- Offset volume spikes associated with subscription billing
- Implement automation without sacrificing customer experience