With a commitment to providing world class customer service to their customers for trusted advice around the home, the client is Australia’s leading kitchen and laundry specialist. Their expert team provides personalised advice and support, ensuring customers find the perfect solutions for their homes. Committed to innovation and excellence, the client has established itself as a trusted name in the industry, dedicated to enhancing everyday living with cutting-edge appliances and exceptional customer experiences.
  • Challenge
  • Solution
  • Outcome

Challenge

Dedicated to delivering exceptional customer experiences and interactions, the client sought to retire their legacy contact centre technology and find a new solution to maintain their market-leading NPS score with clients. Amid ongoing acquisitions and multiple commerce models, the client needed a partner with global experience to confidently guide them through this transition.

Solution

Natilik proposed a solution comprising Cisco Webex Calling for call control, Cisco Webex Contact Centre for omni-channel customer experience, and Cisco Control Hub for centralised management, reporting, and analytics.

Outcome

Cisco Webex Calling and Contact Centre proved to be the perfect combination, designed and built as cloud solutions with a philosophy centred around security, visibility, flexibility, and scalability. This solution reduces complexity and total cost of ownership, while enhancing productivity for the client’s agents and improving customer experience. The client now consistently delivers exceptional experiences to customers across 19 retail stores, 5 warehouses, and a commercial HQ office in Waterloo, supported by a workforce of 1,000 people.

  • 1,000

    users

  • 19

    stores

  • 5

    warehouses