Office Depot is a leading multi category supplier; covering general office supplies, cleaning, hygiene and catering products, furniture, print and marketing solutions. They ensure you get everything you want on time, and that your order is accurate and it’s complete. Trust them to deliver everything you need for your workplace

  • Challenge
  • Solution
  • Outcome

Challenge

The team at Office Depot Europe needed a new contact centre platform to replace the legacy system, and they were looking for a solution that would refine uptime by reducing outages. The experience across over 500 agents had to be improved by simplifying the integration with the Salesforce CRM. This in turn, would enhance the customer journey, by contributing to the speed and access to knowledge of the teams.

Solution

The Natilik team deployed Cisco Webex Contact Centre for more than 500 agents and supervisors. This was then integrated with the Salesforce Lightening Connector, to enable a seamless agent experience for the Office Depot Europe teams, giving them better access to data they need to be able to deliver a great customer experience. This future proof cloud provisioned solution was built using data centres in two European countries.

Outcome

The teams of Office Depot Europe now have a resilient, scalable cloud provisioned contact centre, that reduces the risk of downtime, whilst also decreasing the risk of lost revenue. Agents have access to the CRM, an integration that ensures quicker and more knowledgeable interactions resulting in enhanced customer satisfaction. The solution resulted in zero disruptions to agents or customers over five regional cutovers and provided the opportunity for multi-channel enhancements due to the design envisioning the future of Office Depot Europe.