The current economic downturn has resulted in significant pressures for retailers to reduce costs, drive top-line revenue, and improve their operational performance. In addition, most retail organizations are evaluating how to enhance their customer interaction models in order to create an emotional bond with their customers.
 
“Know your customer” has been a retail industry challenge & mission, for the past several decades. Retailers have made tremendous investments to increase profitability, reduce cost, and increase competitiveness. In spite of these significant investments, customer loyalty remains elusive.
 
Many studies show a high correlation between customer experience and loyalty. HEROtsc helps Retail organizations measure and understand the “voice of the customer” to design and manage unique outsourced solutions that maximize that relationship and deliver measurable results that you can manage to. Our focus on the bottom line drives increased revenues and reduced cost.

Your HEROtsc customer management provider understands the retail space where we offer best-in-class delivery -

• Offering a specialised retail CRM operating model that has given our clients significant, cost, client and end user benefits.
   
• Providing access to a lean and cost effective organisational design, which will secure advances in quality, demand profiling, service delivery and efficiency.
   
• At the end-user level, our clients benefit from the outcomes secured by this best in class delivery model. Our current client portfolio’s market positions and customer satisfaction indices have been improved year on year.

We are more than just an outsourcer and we offer a range of other solutions that would provide useful insights to the clients business. These skills include complete model analysis with recommendations for improvement, customer demand analysis, profiling and demand reduction, value chain analysis, real-time service satisfaction and advisor engagement, natural voice recognition and our real-time bridge management.

Highlights

• Delivery centres across England & Scotland
• Service levels secured and improved – capacity & efficiency of HEROtsc retail model driving customer satisfaction and increased revenue
• Quality of service – returns reduced; greater customer satisfaction and reduced operating costs
• Order Management to Added Value transition programme – driving enhanced customer experience & revenue streams
• Verifiable results include:
  • £90 Million revenue generated during 2010 through HEROtsc
  • Clients ‘best ever year’ 4% returns from HEROtsc
    

 Our client

Customer satisfaction & loyalty enhanced
HEROtsc are utilising our bespoke evaluation model, Insight, to drive understanding & improvement of the operations of our current retail and other vertical sector clients. The Insight process allows HEROtsc to turn data into real market intelligence and subsequently provide concrete and actionable insights to ensure customer satisfaction.

Speed of response from single to multi-work stream requests
HEROtsc is expert in seamless implementations of multi work stream requests and has some of the fastest ramp-up times in the industry. As one of many examples, HEROtsc implemented  5 independent workstreams for the same retail client handling 90% of all inbound calls as well as 18 workstreams for the UK’s largest mobile telco company.

Continuous improvement is our “business as usual”
In analysing and recommending improvements to a prospective client’s business it is not enough to simply understand their business model – HEROtsc undertakes a broad and systematic analysis of the prevailing market, competitor, and customer conditions & environment. This ensures we have the necessary understanding of the external factors which both influence the prevailing strategy and which are an important ingredient in the construction of our final actionable insights.