Case Study: a leading baby product manufacturer improves customer support with Concentrix

Leading Baby Product Manufacturer - Customer Case Study

Concentrix worked with a leading baby product manufacturer that was struggling with poor support from an outsourced customer communications vendor, a generic CRM that did not fit its needs, and a messaging solution nearing end of life. The company needed a more capable partner to help it serve customers better in a fast-changing digital marketplace.

Concentrix developed a custom CRM solution tailored to the manufacturer’s requirements and enhanced it with video, stock management, e-commerce, bot-assisted messaging, and third-party address-finder integration, while also supporting GDPR compliance. The project delivered a 62% reduction in average wait time and a 70% reduction in abandonment rate, along with a 41% reduction in average handle time, a 17% increase in NPS, and a 9% increase in customer satisfaction.