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How American Greetings insourced and modernized customer experience

  • Client
    American Greetings
  • Industry
    Retail
  • Employees
    27,500
  • Solution
    ServiceNow CSM

Challenges

Siloed Contact Centers
Outdated tools
Limited visbility

Solution

Information-Technology

Merging call centers in the US and offshore, American Greetings retired multiple tools and formed a unified contact center powered by ServiceNow

Training-and-Development

Go-live in just 12 weeks followed by process enhancements helped reduce change-related risks and costs while accelerating release of business services

Human-Resource

Real-time reporting helps management to monitor and consistently improve customer satisfaction, net promoter score and time to resolution

Store-Helpdesk-and-Services

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.

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