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ALL CUSTOMERS



Case Study


SAINSBURY'S STREAMLINES CUSTOMER COMPLAINTS AND ENQUIRIES ACROSS MULTIPLE BRANDS

 * Delivered a single 360-degree view of customer complaints and enquiries

 * Resolves 2M cases annually with an omni-channel strategy


 * RECOVERS £5M ANNUALLY ON FOOD QUALITY COMPLAINTS COST

"Before the implementation, there was no system that gave a 360 view of the
customer's journey, that allowed us to capture customer experience, and the
ability to resolve complaints and enquiries in one system. With Pega Customer
Service, we streamlined our customer complaint and enquiry process across
multiple Sainsbury’s brands."

Sudip Kumar Pega Principal Architect, Sainsbury's


THE BUSINESS ISSUE

With today's consumers more accustomed than ever to fast, convenient service,
retailers of every kind must adapt. That's why Sainsbury's, the UK's favorite
supermarket, embarked on a journey to reimagine its customer experience.

The company's customer service team needed a holistic view of customer
information and interactions across stores and contact centers. Standing in the
way of these goals were disconnected systems and processes. Customer service
agents spent valuable time and effort toggling through different systems and
clicking through multiple screens to solve one complaint. In addition, agents
had an incomplete view of a customer's contextual and historical information,
such as order and complaint history across channels and product lines.

Sainsbury's knew it needed a single solution capable of recording and tracking
customer complaints across its 1,400 retail locations and contact centers – to
ensure those complaints were resolved quickly, efficiently, and consistently
regardless of channel.


THE SOLUTION

Success for Sainsbury's meant empowering its customer service agents to capture
every customer's intent and resolve their concerns in real time.

Built on Pega Customer Service™, Sainsbury's implemented a solution that
performs case management and provides a 360-degree view of every customer.
Agents can now see critical information, including any earlier queries made by
the customer, how many gestures of good will they've been given, and more.

The new solution:

 * Offers a complete, 360-degree view of customer journeys
 * Spans Sainsbury's more than 1,400 locations and contact centers
 * Enables customer service agents to engage with customers regardless of
   channel – delivering a truly omni-channel experience
 * Offers an in-store staff portal so that agents in physical locations can
   provide the same consistent experience as contact center agents
 * Powered by Pega Cloud®, enabling continuous innovation

Before, Sainsbury's contact center agents relied on customer response templates
housed in Word docs that they needed to search through manually. Now, Pega
guides agents through customer interactions with an intuitive user interface
(UI), where they can select the customer issue type from dropdown values and
automatically receive an appropriate response based on the issue's category and
subcategory.

In addition, Sainsbury's used Pega to implement its all-important Food Cost
Recovery function. When a product suffers quality issues, Sainsbury's can
capture and categorize the data required to find which suppliers are at fault,
enabling the company to recuperate its lost revenue.

Sainsbury's has now moved on to use Pega to support customer service operations
for their brand Argos, building on its multi-brand, multichannel strategy.


THE RESULTS

With its new solution in Pega, Sainsbury's now has the following:

 * A holistic view of every customer, including query and order history – across
   all channels and product lines
 * Improved omni-channel customer interaction, which amounts to approximately 2
   million cases annually
 * Improved capture of complaints and refunds, enabling comprehensive and
   accurate recharging to suppliers, resulting in approximately £5 million in
   cost recovery annually
 * Freed more than 40,000 full-time employee hours annually through workflow
   automation
 * Reduced maintenance and support costs by 45%

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PEGA CUSTOMER SERVICE

Create a simple, consistent customer experience anywhere.
Learn more


TAGS

Industry: Manufacturing Product Area: Customer Service Solution Area: Customer
Service
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ABOUT PEGASYSTEMS

Pega provides a powerful low-code platform that empowers the world’s leading
enterprises to Build for Change®. Clients use our AI-powered decisioning and
workflow automation to solve their most pressing business challenges – from
personalizing engagement to automating service to streamlining operations. Since
1983, we’ve built our scalable and flexible architecture to help enterprises
meet today’s customer demands while continuously transforming for tomorrow.


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