Case Study – The Entertainer C4C

Multi-channel Service-desk Automation

About The Entertainer

The Entertainer was founded in 1981 by husband and wife team, Gary and Catherine Grant. Today, it has over 140 stores in the UK and 6 international stores. Their mission is to be the best-loved toyshop – one child, one community at a time.

The Entertainer stocks thousands of products online at TheToyShop.com, offering a 30 minute click and collect service.

To meet the ever demanding customer services from various channels, The Entertainer wanted to have a separate and more integrated solution to help further improve their customer services and keep themselves ahead in the market segment with a single view of the customer from various channels.

Multi-channel Service-desk Automation

Gauri was introduced to the customer by another partner as SAP C/4HANA specialists and was engaged as implementation partners to help deliver the project and required integration with SAP Commerce Cloud.

Gauri not only brought SAP Customer Cloud experience but added the ability to implement niche requirements like Telephony integration and integration with SAP Commerce Cloud.

Project Scope

SAP C/4HANA solution was implemented as the primary system to manage the load and help automate the service tickets. The solution was integrated with the following channels:

  • SAP Commerce Cloud B2C: This is a master system from where the account and contacts are replicated to SAP Customer Cloud and vice versa. The real-time integration helps immediate customer details replication and helps customer service team to resolve customer issues faced while performing online transactions.
  • CTI Integration: Telephony integration with the internal customer service team and also with the outsourced firm to manage the busiest period.
  • Email Integration: Email integration with various channels such as eBay, Amazon, Tesco etc. and the customer service team.
  • Social Media: Integration with Facebook & Twitter applications on the messaging services with a real-time response
  • Chat Integration: Integration with SnapEngage chat provider.

 

Analytics

  • Monitor SLA on each ticket response
  • KPI around tickets handled on each channel
  • Single database for reporting by importing data from telephony and other 3rd party databases
  • Resource alignment across various teams based on different channels

The Entertainer - C4C Case Study

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