Case Study: Orchard Brands improves customer experience with Rocket Software

Orchard Brands - Customer Case Study

Orchard Brands, a direct-to-consumer retailer, needed to improve the usability of its order entry application so seasonal call center employees could handle peak holiday demand more efficiently. The legacy green-screen system was slowing order processing and making training difficult, leading to temporary staff drop-off during onboarding. Orchard Brands turned to Rocket Software and Rocket® LegaSuite Web Application to address the issue.

Rocket Software implemented a web-based GUI to streamline the order workflow, reduce the number of screens agents needed to navigate, and improve access to product images and automated discount handling. The results included 50 seconds removed from the order entry process, eight hours cut from training time for new and seasonal employees, reduced seasonal employee attrition, and better first-time order accuracy.

Orchard Brands