Case Study: GNC achieves faster digital issue resolution and handles a surge in online orders with Verint Systems

GNC Meets Customers’ Digital Needs and Finds Opportunity in a Crisis

GNC, a global wellness retailer founded in 1935 with more than 4,800 North American locations, faced a sudden shift in 2020 when COVID-19 slashed store traffic, forced customer service teams to work remotely, and triggered a fourfold increase in online orders. That surge strained fulfillment, shipping and call-center capacity and exposed digital issues just as the company moved to a new ecommerce tech stack.

GNC deployed Verint Experience Management and integrated customer feedback with its Salesforce CRM to power a cross-functional digital triage team. Consolidated web data and instant alerts let teams identify and fix problems quickly (for example, resolving a payments gateway issue in two days), improve fulfillment and outreach, and share CX insights company-wide—resulting in stronger customer service, measurable sales impact, and plans to expand BOPIS with feedback-driven improvements.

GNC

Chadwick Hamby

Senior Director of Ecommerce