Based out of Hobart, Adelaide and Sydney, Woolworths Finance Shared Services (FSS) supports Woolworths business units, customers and suppliers throughout Australia, New Zealand and Hong Kong. The organization handles over 12 million invoice payments; 620,000 supplier queries; and AUD $480 million in account sales revenue annually.
Two years before embarking on a cloud transformation strategy, the FSS contact center suffered from inefficient manual processes that dragged down key metrics like call response and payment dispute resolution times — a stark contrast to its progressive vision.
“We wanted to be seen as an employer of choice and build a culture that developed and empowered our people to achieve,” said Robert Fellowes, Customer Focused Transactions Services Lead at FSS. “That would mean implementing better technologies to deliver an exceptional, world-class customer experience.”