Building a support base for Beyond Retro new e-commerce site
The Client
Beyond Retro is a very popular European retail brand that specializes in the consumer sale of vintage or “retro” clothing and accessories. We’ve worked for years with this company and supported them most recently through a highly complex rebuild of their popular website to include e-commerce features and a sophisticated multilingual blog.
Beyond Retro’s latest challenge was to create a cloud-based customer relationship management system to support its new e-commerce site. Beyond Retro had traditionally maintained tickets and customer support issues in an Excel spreadsheet: a system that had served them well over the years but was not able to accommodate the influx of new direct-to-consumer online sales.
silenceIT worked closely with Beyond Retro to identify service workflow stages, and designed a system around them. We started with an open-source, cloud-based solution and modified it to recognize inbound support email, automatically create new support tickets, and then route messages to the appropriate agent with simultaneous personalized responses issued to customers. Agents receive automated notices of past-due resolutions, and all resolutions are maintained in a knowledge base for future responses to similar issues. Finally, we trained Beyond Retro’s service agents via videoconferencing and had them confidently using the new system by the time Beyond Retro’s e-commerce site went live.
The Result
Our custom CRM solution has been in full operation since the new e-commerce site launched in November 2010. Beyond Retro reports that its service resolution times have decreased from days to mere hours, and customers – the true measure of success – are extremely happy with the service they receive.
