Case Study: Leading Multi-Channel Retailer achieves 25% higher customer satisfaction with Rocket Software modernization solutions

Rocket® Modernization Solutions for Contact Centers Increase productivity, improve customer service, and drive more revenue

Leading Multi-Channel Retailer needed to improve customer service and cross-sell performance, but its acquired systems forced customer service representatives to jump between multiple green-screen applications. This increased average handle times, reduced productivity, hurt morale, and left customers without web or mobile self-service for things like order status. Rocket Software’s modernization solutions were used to unlock existing IBM i and mainframe functionality without replacing core systems.

Working with Rocket Software, the retailer built modern web and mobile user experiences, exposed host functions as APIs, and added self-service capabilities for customers. The results were significant: customer satisfaction increased by 25%, employee productivity improved by 25%, new-employee training time dropped by eight hours, and average handle time was reduced by 50 seconds.