01
Handle seasonal and campaign peaks
Plan for sale events, product launches, recalls and peak trading with flexible routing, callbacks, digital channels and self-service that scale up and back down again.
Retail & Manufacturing
Serve customers and run the operation
Retailers and manufacturers need two things from communications: a customer service operation that handles seasonal swings, and reliable connectivity across stores, plants and warehouses.
Our approach
From the customer contact to the factory floor
Customer care, order enquiries, warranty and trade support belong in a contact centre. Sites, plants, depots and warehouses need dependable voice coverage in environments where a desk phone is no use. We work across both, which means one partner rather than two.
An emerging area for us
We support customers across retail and manufacturing today, though we have published fewer case studies here than in government, financial services and not-for-profit. We would rather tell you that than imply a depth of reference we cannot yet show — ask us and we will be specific about comparable work.
Who we work with
Across the sector we support:
- Retail chains and franchise networks
- eCommerce and direct-to-consumer brands
- Food, beverage and FMCG manufacturers
- Building products and industrial manufacturing
- Distribution and wholesale
- Customer care and order support teams
- Warranty, returns and service teams
- Trade and dealer support desks
Key use cases
What we help retail organisations do
02
Deflect routine order enquiries
Answer where-is-my-order, stock, store hours and returns questions through voice and digital bots, escalating to a person with the order context already attached.
03
Connect the contact centre to order systems
Present customer, order and warranty history at the point of contact by integrating with ERP, eCommerce and CRM platforms including Microsoft Dynamics 365 and Salesforce — subject to available APIs.
04
Cover stores, plants and warehouses
Provide DECT wireless coverage, ruggedised and cordless handsets, paging and SIP integration with existing intercom, gate and PA systems across operational sites.
05
Support trade and dealer channels
Give trade customers, dealers and franchisees dedicated routing, priority handling and service levels distinct from consumer enquiries.
06
Understand what customers are calling about
Use interaction analytics to identify product, delivery and quality themes early, and feed them back to the teams who can fix the cause.
Expected outcomes
What good looks like
- Peaks absorbed without service failure
- Routine enquiries handled automatically
- One view of customer and order history
- Reliable voice across operational sites
- Trade and consumer channels handled distinctly
- Early warning on product and delivery issues
Typical outcomes from engagements of this kind — not a guarantee. We will tell you what is realistic for your environment.
Relevant capabilities
What we bring
- Genesys Cloud contact centre
- Telstra Operator Connect and Microsoft Teams calling
- CRM and line-of-business integration
- Voice and digital self-service
- AI-enabled agent assistance
- Workforce engagement and interaction analytics
- Business continuity planning
- Managed service and technical support
Ready to talk about your service challenges?
Tell us about your priority use cases and technology environment, and we’ll give you our honest read on what will help.