Cultivating a US Floral Retailer’s Flourishing Business

Inspiro

Cultivating a US Floral Retailer’s Flourishing Business

Cultivating a US Floral Retailer’s Flourishing Business

Working closely with the client, Inspiro launched continuous improvement of programs and tools.

80% increase in order fulfillment rate

47% reduction in customer escalations

Stella Elite status for Customer Service

Background

In support of their growth and expansion plans, the Client, a US floral and gourmet foods gift retailer and distribution company sought a partner to handle its customer service, sales, and back-office operations.

How We Delivered

To help the client hit their milestones, Inspiro:

  • Initiated Lean Six Sigma projects focused on boosting campaign sales metrics, streamlining back-office processes, and improving order fulfillment rates
  • Pioneered Proactive Chat to drive customer engagement and sales
  • Launched Queue Improvement and Queue Excellence projects aimed at improving back-office operations
  • Deployed a robust process for seasonal ramps, ensuring all business support groups are aligned end-to-end

Results

Our proactive continuous improvement initiatives resulted to:

  • Increased order fulfillment rate by 80%
  • Reduced customer escalations by 47%
  • Significant improvement in chat split AHT by 44%, from 900 to 400 seconds
  • Helped the client earn Stella Highlights for all channels and achieve Stella Elite Status for Chat
  • As the client’s partner of choice for its ramp requirements, we saw a 20% average increase in seasonal FTEs year after year
  • Exceeded Client’s conversion goal for seasonal ramp by 10%