Case Study: a Fortune 100 retail department store reduces handle time and improves compliance with OpenMethods

OpenMethods helped a top retail department store harness customer data and ensure compliance

OpenMethods collaborated with a Fortune 100 retail department store that was struggling with an overabundance of customer data. The client needed to empower its multi-skilled agents to handle a wide variety of inquiries without overwhelming them with information, all while ensuring strict compliance during credit card transactions. This challenge emerged during an upgrade to their Oracle BUI B2B platform.

The solution implemented by OpenMethods was a single agent interface enhanced with custom PopFlow buttons. These provided agents with relevant customer data and authentication prompts on demand, streamlining the interaction process. As a result, OpenMethods helped the retailer achieve a reduction in average handle time (AHT) and significantly streamlined their agent onboarding process.