Multi-Channel Order Building

As a retail specialist, PCMS can offer wrap-around solutions that fill the gaps in a retailer’s own systems and are an ideal partner for retailers during and after migration of legacy systems.

Supporting a multi-channel strategy

Many businesses are on the journey to an integrated multi-channel solution. Their infrastructure is made up of a series of legacy systems which will be developed and replaced over time. The PCMS Hub system acts as the CRM system for customer contact driving diarised outbound communication but also ensuring that history through inbound and online contact is recorded and reportable through a single location. It operates in a completely free-standing environment to ensure integration is cost effective. Our contact centre has experience working with retailers through migration periods and work hard to implement services that help maintain high levels of customer service whilst enhancing levels of sales.

Efficient customer communication demands that order taking and customer service functions can act coherently with all channels and they are smart enough to use data to track behaviour. Excellent customer experience is governed by the weakest point in the chain. We also recognise the need for upselling regardless of the method of contact. We offer interactive chat to support web customers, call-backs for EDI and web orders, whilst accurately capturing information.

Our bespoke Hub solution delivers:

  • Low cost with speedy implementation
  • No reliance on client legacy infrastructure
  • Larger average order value

Find out how our Contact Centre solutions can help retailers enhance sales

You might also be interested in...

Omni channel integration

Scalable technology hub that simplifies application integration and data orchestration.

Order management

Provide a superior level of service across all shopping channels by integrating the system touch points into a seamless customer journey.

Continuous Improvement

Retailers should not have to firefight support issues! The service you provide deserves constant attention and processes in place to help improve it.

Contact us

PCMS Group Ltd
Torwood Close
Westwood Business Park
Coventry, CV4 8HX
+44 (0)24 7669 4455
 

Resources

Pin It on Pinterest