How we enabled ‘business as usual’ CX during a time of crisis
Majestic Wine, the UK’s largest specialist wine retailer, has always had customer experience at its heart. However, with over 200 stores across the UK and two in France, Majestic Wine needed a technology partner that could update its existing aged contact centre technology, enabling agents to deliver an excellent customer experience.
When the nation entered lockdown back in March 2020, Majestic Wine received a record level of sales, highlighting the urgency for a cloud-based solution that could be flexibly implemented, whilst allowing employees to work remotely.
Majestic Wine selected unified communications, cloud contact centre and cybersecurity provider, Babble, to incorporate a cloud-based contact centre solution that is scalable, flexible and adaptable. In order to meet the client’s tight and urgent turnaround, a rigorous project management approach was required.
The cloud-based solution could be incorporated into the existing infrastructure and was rolled out in a phased approach. The voice provision was rolled out in just four weeks, email followed two weeks later and finally a chat service was installed.
Since the integration of the project, Majestic Wine has not only been able to allow agents to work safely from home, but has also produced a fully operational omnichannel contact centre, enabling the company to double the number of concurrent agent omnichannel licenses within 24 hours. With full flexibility, the solution also allows for extra features to be added as needed without any downtime.
• Whole contact centre transformed in a matter of weeks
• Future features can be added with zero downtime