Adjusting to digital buying habits
For the last five years, Sodexo Benefits and Rewards Services (BRS), the number two player worldwide in employee benefits and engagement, has been focused on accelerating digital transformation in response to market transitions. Its goal is to bring to life a personalised and sustainable employee experience at work and beyond.
“Our market moved from paper to card and mobile,” said Thibault Guerard, VP of Customer Experience and Care at Sodexo BRS. “Today, four out of five customer interactions and requests are processed digitally through online orders, QR codes, card and mobile payments, along with digital-first courier partners.”
Global CX transformation strategy
With over 1,500 agents and contact centres in over 30 countries, Sodexo BRS manages conversations and relationships locally. But it needed to ramp up its digital strategy and standardise its global service operations.
Due to multiple contact centre systems, diverse work practices and varying customer expectations, it was challenged to drive consistent CX and cost efficiency. The enforced shift to home working during the COVID-19 pandemic only magnified these challenges.
“The pandemic expedited the change from a traditional B2B model to a personalised B2C-style care system more in tune with customers’ new buying habits,” said Guerard.
Sodexo BRS launched a major program to standardise its CX strategy worldwide. “Our goal was to place the customer at the heart of everything we do,” added Guerard. “That meant accelerating cloud innovation and our digital channel rollout — in turn simplifying our processes, improving our productivity and enhancing customer experience.”