Skip to content Skip to footer
Search

Loading Results

Streamlining fragmented systems for an e-commerce firm

The situation

The client needed a holistic view of its customers, sales  and revenue.

The client, an e-commerce company, has an omnichannel marketplace model across sectors and wanted to incorporate ‘one source of truth across multiple systems’. The client needed a holistic view of its customers, orders and complaints. It also wanted an enhanced integrated knowledge management system to avoid delays in resolving tickets.

Playback of this video is not currently available

8:48

tata-cliq-video-thumb

The situation

The client, an e-commerce company, has an omnichannel marketplace model across sectors and wanted to incorporate ‘one source of truth across multiple systems’. The client needed a holistic view of its customers, orders and complaints. It also wanted an enhanced integrated knowledge management system to avoid delays in resolving tickets.

Our solution

  • PwC’s community of solvers designed and implemented a Salesforce Service Cloud based solution which is integrated with multiple systems.
  • The plan facilitated the way for process automation and offered a 360-degree view of customers.
  • It also helped logging and resolution of customer complaints on a single portal.
  • The team also implemented an enhanced knowledge management database with over 1,000+ articles on various issue categories. This streamlined the customer ticket lifecycle, enabling faster resolution.

Results

 people audience teamwork white

Reduced manual effort and improved overall efficiency

 automation white

Upgrade to automated process led to minimal errors

Reduction in overall average handling time through a human-led tech-enabled approach, allowing the client to cater to more customers and thus improving their experience

Ready to measure, report and communicate a compelling transformation story?
PwC can help.

Get Started

Explore PwC's case study library

Share this case study

Follow us

Required fields are marked with an asterisk(*)

I agree PwC can email me about its insights, newsletters, events, services, products, and offerings.*

By submitting your contact information you acknowledge that you have read the privacy statement and that you consent to our processing the data in accordance with that privacy statement including international transfers. If you change your mind at any time about wishing to receive material from us you can send an e-mail to privacy@pwc.com.

By submitting your contact information you acknowledge that you have read the privacy statement and that you consent to our processing the data in accordance with that privacy statement including international transfers. If you change your mind at any time about wishing to receive material from us you can send an e-mail to privacy@pwc.com.

Contact us

Anjumara Syed

Anjumara Syed

Partner and Leader, Salesforce, PwC India

Hide