ALICE'S GARDEN

THE CHALLENGE

Great customer service has always been at the heart of the Alice’s Garden business. The company provides a two-year warranty across all its goods and has a dedicated Quality Team to offer product advice.

Alice’s Garden’s modest team recognised that to continue managing an increasing order volume during a short summer season, via multiple channels and using multiple carrier services, it required improvements to its operational efficiency.

The Customer Service Team was spending a disproportionate amount of time handling WISMO queries and processing orders, leading to a longer response time overall.

At the time, Alice’s Garden was tracing late orders individually by phoning or emailing carriers – a process that consumed hours of the Customer Service and Logistics Teams’ day. Meanwhile, the Customer Service Team also managed social media and Trust Pilot to track customer feedback.

The company sought a business process improvement solution to increase its productivity, help it handle WISMO queries and gather customer feedback with increased efficiency, without having to hire temporary staff.

THE RESULTS

Using myCCL, Alice's Garden has been able to maintain its existing supplier relationships, but is now also able to offer customers a greater choice of delivery options, by taking advantage of CCL’s rates with other shippers. This also means orders can still be dispatched, if a problem arises with any one carrier.

As well as this, the team was able to save time processing orders, by using myCCL’s One Click Dispatch, which integrated with their warehouse systems to run Business Rules. This now automatically selects the best carrier for each order, without manual data entry, increasing throughput and reducing mistakes.

Alice's Garden now has support from CCL’s Customer Service Team, when answering complex WISMO queries, making it easier to track and solve issues with problem shipments.

myCCL has enabled Alice’s Garden customers to track their own orders, through its Customer Experience Solution. Customers receive milestone delivery status notifications (by email/SMS) linked to Alice’s Garden Branded Tracking Pages. This has saved the Alice’s Garden team hours each week handling WISMO queries.

Added to this, the Branded Tracking Pages allow Alice’s Garden customers to leave feedback in its free text box, as well as a star rating. This feedback is directly emailed to the Alice’s Garden team, giving them a simple way of tracking customer sentiment.