How American Greetings insourced and modernized customer experience

Retired multiple tools and formed a unified contact center

american-greetings
Client:
American Greetings
Industry:
Retail
Employees:
27,500
Solution:
ServiceNow® Customer Service Management

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Merging call centers in the US and offshore, American Greetings retired multiple tools and formed a unified contact center powered by ServiceNow
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Real-time reporting helps the client to monitor and consistently improve customer satisfaction, net promoter score and time to resolution
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Go-live in just 12 weeks followed by process enhancements helped reduce change-related risks and costs while accelerating the release of business services
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Future-ready customer service team has stage set to modernize experience with path to improving portals, emails, phone channels, and experiment with AI and bots

Siloed contact centers across the US made it difficult for American Greetings to deliver a consistent service experience to their customers. Contact centers were dependent on multiple legacy tools and lacked visibility into customer history. With various greeting cards and gifting brand subsidiaries, American Greetings needed a modern solution to provide personal and consistent customer service.

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