Strong community ties
The largest UK consumer co-operative, the Co-op Group includes food retail, funeral care, legal and insurance services. The Co-op Group has 4.6 million members, as well as 65,000 employees and over £10 billion in annual revenue. A team of 225 contact centre colleagues led by Claire Carroll, Head of Sales and Service, manage around 2 million contacts per year across a full range of channels. The team is based at the Group’s head office in Manchester, UK.
“Our vision is to be seen as brilliant when viewed from anywhere — delivering best-in-class customer satisfaction with deeper levels of insight and greater efficiency,” said Carroll. “Then COVID-19 struck, and the limitations of our on-premises model became apparent. We had no way of enabling home working and needed a solution fast.”
Right from the start, the Co-op strived to keep its business running and its stores open — a significant challenge in itself — while doing even more to support local communities, especially the elderly, vulnerable and families at risk from the pandemic. Achieving these goals meant it had to accelerate its business transformation.
Keeping the nation nourished
Simultaneously, the Co-op had to maintain safe operations, increase its capacity and design new processes. Leveraging the integration skills and knowledge of its trusted partner IPI, the Co-op took advantage of the Genesys Rapid Response offer and migrated to the Genesys Cloud CX platform. Just two weeks later, the platform was in service and six weeks later, once sufficient laptops and headsets had been sourced, full remote working was enabled.
“We were able to provide vital services during the pandemic when others were closing their doors and directing customers to websites and FAQs,” said Carroll. “We completely re-platformed our service centre. That had looked to be a significant undertaking — if not an impossible task — but we did it in two months.”