Case Study: Leading Grocery and General Merchandising Retailer reduces customer email and call volume with Verint Systems

Leading Grocery and General Merchandising Retailer - Customer Case Study

Leading Grocery and General Merchandising Retailer, one of the world’s largest grocers, was struggling to manage rising customer contact volumes as it expanded across new lines of business, overseas subsidiaries, and online shopping. With two service centers, 1,200+ employees, and about 80 disparate systems, the retailer needed a more integrated way to deliver a single view of the customer and improve multichannel service. Verint Systems was selected to support this transformation.

Verint Systems implemented an enterprise-wide engagement management solution including Employee Desktop, Knowledge Management, Case Management, Live Chat, Web Self-Service, Email Management, and Whitemail Management. The retailer reduced customer email volume, lowered average handle time for email servicing, and cut overall call volume, generating significant cost savings. Verint Systems also enabled contact deflection through self-service and gave the retailer a more holistic, personalized view of customer interactions across channels.