Case Study
Waitrose
Development and implementation of a new customer contact centre strategy
Waitrose was experiencing rapid growth in Waitrose Deliver, wider direct ecommerce and in the store estate. This was driving increased customer calls, letters and emails, which were being handled by Waitrose and by an outsourced partner.
Javelin Group:
- Developed the strategy for all the customer contact centres (at that time a mix of in-house and outsourced)
- Wrote the business case for bringing contact centres in-house
- Planned and project managed the transition to in-house with outsourcer used for peak support
- Designed and implemented the management information for the new larger contact centre
- Designed and built a robust spreadsheet-based workforce planning model
- Provided interim management support
"Javelin Group perfectly responded to our brief and worked with us throughout the piece of work to ensure they were fully meeting our requirements. It is a testament to their thoroughness and competence that at their final presentation we had no unanswered questions and a clear focus for next steps.”"
Richard Luck, Manager Direct Gifting, eCommerce, Waitrose.
Clients
"Over the last two years I have enjoyed working with the team from the Javelin Group. They have worked with us on several engagements as our customer service centres have grown and diversified. Through their detailed knowledge of the customer service market they have provided valuable insight and consistently delivered high quality work to brief, budget and time. This is why I am happy to work with them again."
Anna del Gesso, Head of Customer Service Centres, Marks & Spencer.
"We’ve engaged Javelin Group on a number of occasions in our customer service operations over the last 8 years and have been delighted with the work they have delivered. Their thorough and pragmatic approach had helped us improve both our existing operations and also plan our strategy for growth. Their consultants are highly knowledgeable, practical, flexible and have been very easy to work with. I would recommend them highly."
Steve Abse, Head of Marketing and Retail Operations, Mothercare.
"We engaged Javelin Group to carry out a strategic review of our contact centre operations and technology. They delivered a thorough and detailed view, with qualified benefits, and a good road map for the implementation of the work. The individuals involved brought great knowledge to the team and I'm pleased with the end result."
Gavin Shetly, Business Systems Manager, Sainsbury's.
"Javelin Group reviewed our contact centre growth and capacity, and carried out a detailed study to identify 'customer self service' benefits, together with the technology solutions to implement these. The team delivered high quality work and we've been consistently pleased."
Anthony Moore, Operations Development Director, Tesco.com.
"We selected Javelin Group for its direct to consumer expertise, strategic approach and understanding of contact centres. The process followed and the high quality of work produced has given us exactly what we need. I’m delighted with their work and happy to recommend them."
Carole Woodhead, Managing Director, Hermes UK.