Shoppers' Stop Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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Shoppers’ Stop
‘India’s Largest Retail Chain’ – Our Partner Since 2001

Introduction

A member of the prestigious intercontinental Group of Departmental Stores (IGDS) - Shoppers’ Stop (SSL) has also been awarded with the coveted ‘Superbrand’ status. Known for its superior products and services, SSL is a household name as “Fashion and Lifestyle store for the family“.

SSL's Requirement

SSL were looking for an organization capable of providing and managing an all encompassing ‘back office’ processing solution for their Loyalty Program – ‘First citizen Club’.

The program has three levels with each level offering exclusive benefits and redeemable reward points to its members.

All member information including record of purchase transactions is maintained on a database at SSL’s premises.

Our Solution

IVG utilizes its in-house CRM package -‘CareVision’ and other proprietary software tools to capture process and update customer information on SSL database.

IVG has direct access to SSL servers (IBM AS400) on a secure connection using a Virtual Private Network.

IVG Services include:
»	Data capturing of new member information from nationwide filled in forms and updating database.
»	Management of member upgrades, renewals.
»	Validating member information & transactions by running queries on SSL database.
»	Fulfillment activities for mail - outs of collaterals for program processes.
»	All Direct mailing activities for SSL promotional campaigns.
»	Outbound e-mail management of all promotional e-mail shots including filtering e-mails to minimize bounce – backs.
»	E-mail response management center for members and outlets,

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