Bath & Body Works Wins 1to1 Impact Award for Technology Optimization.Technology Partner Astute Solutions Enables Company's 360 Degree View of the Customer COLUMBUS, Ohio Columbus is the capital and the largest city of the American state of Ohio. Named for explorer Christopher Columbus, the city was founded in 1812 at the confluence of the Scioto and Olentangy rivers, and assumed the functions of state capital in 1816. -- Driving profitability by delivering exceptional customer service earned Bath & Body Works the 2006 Peppers & Rogers Group The Rogers Group is a Mauritius-based conglomerate. The Group has a portfolio with interests in sectors such as aviation and tourism, logistics, financial services, distribution and industrials. The Group employs almost 3,000 people. 1to1[R]Impact Award for Technology Optimization. The company partnered with Astute Solutions to execute its winning strategy. Presented by Peppers & Rogers Group's 1to1[R] Media division, the Impact Awards honor end-user companies whose customer-based strategies create bottom-line impact. Technology Optimization winners were chosen based on the best use of a customer-focused technology, and the strongest results realized by using it. Selected for its service focus, Bath & Body Works implemented Astute Solutions' ePowerCenter[TM] to gain powerful capabilities. It enables the company to generate customer insight and business intelligence in real time for integration into its business practices, processes and products. Combined with Bath & Body Works' consumer-centric strategy, the optimization of this technology is behind high-impact results as evidenced in company metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. : * A 94% customer satisfaction rating in the call center * A compliment to complaint ratio of 20 to 1 * A 90% first call resolution rate * An employee promotion rate of 45% "At Bath & Body Works, our objective is to provide outstanding customer experiences at every touch point. The contact center is an integral part of that strategy," said Pati Crowley, director of customer experience, Bath & Body Works. "Astute Solutions' ePowerCenter enables us to provide a consistent, high-quality experience across multiple channels. Along with the commitment of our agents, this capability helps our contact center realize an extraordinary return on investment while strengthening long term customer relationships." Bath & Body Works transformed its contact center into a primary channel for customer-facing interactions, revenue generation and branding with Astute Solutions' ePowerCenter. This customer interaction and relationship management solution enables its agents to deliver high touch, high quality service interactions, while providing them with the tools they need to resolve issues quickly. Furthermore, ePowerCenter's expansive reporting capabilities enable Bath & Body Works to measure, among other things, changes in loyalty and its correlation with customer satisfaction, profitability and efficiency. The reporting functionality also helps the company gain a 360-degree view of the customer by tracking customers' reactions to in-store experiences. "Having a 360-degree view enables us to integrate the customer into everything we do," said Sharon Leite, vice president of store operations, Bath & Body Works. "In turn, we inspire our customers to be brand advocates and spread positive word of mouth." "At Astute Solutions, we are focused on delivering technologies that enable best-in-class practices. Bath & Body Works demonstrates the enterprise-wide reach of our solution, and the bottom line results attainable through a customer-centric strategy," said Astute Solutions President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Joseph Sanda. "We value our partnership with Bath & Body Works and congratulate the company on winning this prestigious award." About Bath & Body Works Bath & Body Works offers the most luxurious beauty wellbeing and spa products in their more than 1,500 stores nationwide. The company's vast assortment of brands represent the best-in-class authority in fragrant fra·grant adj. Having a pleasant odor. [Middle English, from Latin fr  gr bath and body care, facial skincare, hair, spa and
home and include C.O. Bigelow, Patricia Wexler MD Dermatology dermatology (dûrmətŏl`əjē), branch of medicine concerned with diagnosis and treatment of diseases and disorders of the skin. ,
Aquatanica Spa, Breathe, Aromatherapy aromatherapyTherapy using essential oils and water-based colloids extracted from plant materials to promote physical, emotional, and spiritual health and balance. Single or combined extracts may be diffused into inhaled air, used in massage oil, or added to bathwater. and True Blue Spa. Bath & Body Works was founded in New Albany, Ohio New Albany is a village in Franklin and Licking Counties in the U.S. state of Ohio, just northeast of the state capital of Columbus. Most of the village is located in Franklin County; only a small portion of the village extends into adjacent Licking County. in the fall of 1990, and has always prided itself on the innovation, quality and performance of its products. It is a division of Limited Brands, Inc. About Astute Solutions Through its award-winning consumer interaction and case management solutions, Astute Solutions enables consumer-focused companies to differentiate through service excellence. Its PowerCenter[TM] product family includes solutions for solving day-to-day consumer interaction challenges and enabling high quality consumer experiences. It optimizes operations through immediate, actionable feedback, while meeting the complex technical requirements of the enterprise. PowerCenter combines best-of-breed interaction, knowledge and relationship management capabilities to deliver the deep functionality today's B2C (Business to Consumer) Refers to a business communicating with or selling to an individual rather than a company. See B2B. companies demand. Astute Solutions' Global 1000 customers include: McDonald's, British Airways British Airways in full British Airways PLC International passenger airline based in London. In 1936 British Airways Ltd. was founded through the merger of three smaller airlines. , Levi Strauss
Levi Strauss, born Löb Strauß & Co., L'Oreal USA, Scott's, GlaxoSmithKline, Neutrogena, Abbott Labs, Dunkin' Brands Dunkin' Brands runs several chains of fast-food restaurants. History On December 12, 2005, Pernod Ricard, who had just taken control of Allied Domecq, announced plans to sell the Dunkin' Brands group. , and Sara Lee
Sara Lee Corporation (NYSE: SLE) is a global consumer-goods company based in Downers Grove, Illinois, USA. Branded Apparel. For further details, visit www.astutesolutions.com or call (877) 769-3750. |
|
||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion