<img height="1" width="1" style="display:none;" alt="" src="https://px.ads.linkedin.com/collect/?pid=1035195&amp;fmt=gif">
American Greetings overhauls customer service with INRY American Greetings overhauls customer service with INRY
Business Operations Success Story

American Greetings overhauls customer service with INRY

Picture of Pruthvi RameshPruthvi Ramesh

https://www.inry.com/hubfs/INRY/PDF/insights/stories/1039_american-greetings-overhauls-customer-service-inry.pdf american-greetings
Client:
American Greetings
Industry:
Consumer products
Employees:
27,500
Solution:
ServiceNow® Customer Service Management

Please enter your email address below to download the full success story.

clock[1]
Ability to resolve issues faster, report on common problems and root causes helps the client to provide a consistent customer experience
analytics-1[1]-3
Real-time reporting helps the client to monitor and consistently improve customer satisfaction, net promoter score and time to resolution
maintenance[1]-1
Retirement of multiple outdated tools improved efficiency and resulted in a genuinely unified contact center powered by ServiceNow
support[1]
The new future-ready customer service team has the stage set to modernize experience with the path to improving portals, emails, phone channels, and experiment with AI and bots

Customer service at American Greetings was fragmented and siloed with individual contact centers across the US. With over 14000 employees across the world and several brands across North America, Europe, Australia, New Zealand, and the Far East, it became difficult to deliver a consistent and personal customer service experience.

INRY’s implementation of ServiceNow CSM helped the client to modernize their customer service successfully.

Related Insights