In early 2015, McWilliams Wines revised its independent retailer servicing model. As part of this change, it was looking to establish a high performing team to sell to smaller retail customers via an outbound contact centre.
It was critical to McWilliams Wines to establish the contact centre within a 4 month period to ensure continuity of service to customers. The key objectives for establishing the contact centre were:
To transition a defined segment of customers from field sales to an outbound contact centre
Ensure continuity of service and sales revenue
Create a growth channel and enhance the customer experience
Our Customer Experience Consulting team stepped up to the challenge. This case study provides some insight into the type of work we regularly do for organisations across Australia.