900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for John Lewis customers. Case Study

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1 How Capita used insight to deliver the most successful Black Friday for John Lewis customers Case Study RECRUITING OVER 900 FTE within a 12 week period

2 2 Capita Case Study - John Lewis ACCREDITED TRAINING ACHIEVED & ACCELERATED speed to competency

3 Capita Case Study - John Lewis 3 Capita and John Lewis How Capita used insight to deliver the most successful Black Friday for John Lewis customers The Challenge John Lewis needed extra support to deliver customer services during Black Friday From an operational and revenue standpoint, this was one of the most critical times of the year for John Lewis. In a usual trading week 220,000 orders are placed but on Black Friday over double the volume is experienced. It was crucial that, even with the increased contact volumes, the service provided to John Lewis customers did not see any degradation. The Black Friday week was the best week of sales in John Lewis s 150-year history, but with this came a huge customer experience challenge which came down to the planning and deliver of human resource capability, IT and back office processing, this is where Capita s expertise came in. Our Solution Through its ten years of expertise and capability in delivering peak trading services for a number of leading high street retailers Capita was able to deliver the most successful peak John Lewis had ever encountered, providing quality customer experience even when contacts were over double the forecasted amount. In addition to this, we supported their business as usual levels of service without any problem. Using historical insight from an incumbent provider we were able to build an agile operation. Our experience in rapid recruitment allowed us to recruit 900 advisors within just twelve weeks of the contract start date. We trained our advisors using a bespoke training programme designed to provide a seamless customer experience at multiple touch points in a customer s journey. We simplified a previously complex system and using analytics we improved productivity serving more customers and reducing their effort in getting the end products. Our advisors were trained to have multiple skillsets to enable a flexible workforce allowing us to reduce customer queue times and resolve enquiries from John Lewis s customers more effectively. This data driven capability allowed us to provide the right resourcing to provide the right customer experience, solidly joined up from the first point of contact, to back office processing to resolving enquiries and post-sales support. Our success in helping John Lewis to deliver quality peak customer experience was demonstrated by the fact that we were able to reduce customer effort and response times, provide invaluable advice and solutions and offer additional contact channel choice and streamline the customer experience. John Lewis customers expect best-in- class service to be provided no matter the circumstances and it was crucial we delivered this to ensure John Lewis brand was maintained. Our expertise in providing a seamless customer experience contributed to more than 1 million worth of additional sales. WE CONTRIBUTED TO MORE THAN 1M worth of additional sales

4 4 Capita Case Study - John Lewis Our Success Used insight to streamline the peak process and reduce complexity, allowing customers to get answers more easily than any previous peak period Agility of recruitment. Doubling the number of advisors. Recruiting over 900 FTE within a 12 week period Increased advisor capability which significantly reduced queues and waiting times Serving more customers on the line than the incumbent. > 90% of customers who called were served Reducing volume from Front Office to Back Office via the introduction of an internal web-chat capability Reduced contact to order ratio Accredited training achieved and accelerated speed to competency Improved end to end journey with the introduction of a night shift team to react to volume of queries received outside of operational hours. This allowed us to reduce the time required for customers to get a response Contributing to more than 1 million worth of additional sales

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6 6 Capita Case Study - John Lewis How can we help you? Our award winning Customer management operation provides tailored solutions to a wide range of B2C and B2B organisations across a range of sectors, including O2, British Gas, National Trust, Cable & Wireless, DWP and Severn Trent Water. We deliver a range of services including multi-channel customer service and support; sales and customer acquisition; debt collection; customer retentions and revenue growth; and technical support. Core to our success is a proven record in understanding our clients and their objectives; building lasting strategic partnerships and transforming their customers experience. We are the UK s largest provider of customer management outsourcing and part of Capita plc, the UK s leading business process outsourcing (BPO) and professional services company. Contact us If you would like to talk to us about how our award winning teams can transform your customer management operations then contact us today Capita