Padmaja Bhaskaruni
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.
Ability to resolve issues faster, report on common problems and root causes helps the client to provide a consistent customer experience
Real-time reporting helps the client to monitor and consistently improve customer satisfaction, net promoter score and time to resolution
Retirement of multiple outdated tools improved efficiency and resulted in a genuinely unified contact center powered by ServiceNow
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