Case Study: Top 3 Global Electronics Company improves in-store sales and service with Conduent Learning Services

Global Retail Training Learning Partnership Company - Customer Case Study

The customer, a top three global electronics company, was struggling with inconsistent training for its Australian retail staff, leading to poor customer satisfaction, a high rate of unnecessary product returns, and low sales. To address these challenges, they partnered with vendor Conduent to implement a new managed services model for their in-store operations.

Conduent implemented its managed services solution, using its personnel to handle technical sales and support, manage warranty requests, and establish a gate to reduce unnecessary returns. This was powered by Conduent's proprietary learning and knowledge management platforms for just-in-time information delivery. The results for the client included a significant reduction in "No Fault Found" returns, increased customer satisfaction scores (CSAT), improved sales, and better overall store performance.