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