Direct-to-Consumer Eyeglasses Provider Charlie Temple Connects the Customer Journey with QuandaGo Cloud Contact Center Solution
Innovative Designer and Manufacturer of Eyeglasses, Sunglasses and Accessories Reduces Number of Applications Needed by Agents from Nine Down to One with Unified Desktop
QuandaGo, a provider of cloud contact center, knowledge management, and intelligent process automation software, today announced that Charlie Temple, a European direct-to-consumer provider of eyeglasses, has selected the QuandaGo Connected Experience Platform for its customer care operations and contact center. The new QuandaGo cloud solution enables Charlie Temple to integrate customer data from across the customer journey, making all relevant information available to agents in a single, unified omnichannel desktop. This includes internal data, as well as third party data connected via APIs and integrations from its systems and applications, as well as its suppliers and fulfillment partners, such as DHL.
Prior to using the QuandaGo solution, Charlie Temple’s customer care agents were spending up to 30 percent of their time searching for customer information across multiple systems—all before they could even begin to help a customer or resolve an issue. With the QuandaGo Connected Experience Platform, Charlie Temple is now able to take an integrated, omnichannel approach to contact center interaction routing, reporting and analytics, while providing the ability for agents to proactively serve customers and move across channels with complete context.
Specifically, Charlie Temple selected the new QuandaGo solution to achieve the following contact center transformation objectives:
- Consolidate all customer data from multiple sources and systems—including the company’s Zendesk, Optician Order Fulfillment, and Webpower applications, as well as customer information residing in data warehouses, and data from DHL on shipments and customer deliveries.
- Enable customer care agents and opticians to deliver a more efficient, highly personalized experience by providing a 360 degree view of all relevant information from different systems available in a single unified desktop, while providing contact center managers with real-time and historical reporting with improved analytical capabilities to improve key performance indicators (KPIs).
- Migrate to a complete omnichannel cloud contact center solution, supporting voice, email and Facebook interactions, adding support for Twitter, WhatsApp and Facebook Messaging in the future.
“At Charlie Temple, we know how important and personal buying new eyeglasses can be for our customers, and we are proud to be part of the entire process—from designing, selecting, and fitting new glasses to receiving and using them,” said Peter van den Akker, Director, Buying & Operations, Charlie Temple. “Our goal is to take customers on a journey that starts in our factory in Rotterdam and continues across both digital and physical experiences in a highly personalized way until the customer’s new glasses arrive.”
“During this journey, we want to be one step ahead of the customer to meet their needs, and QuandaGo enables us to do that.” added Mr. Van Den Akker. “First by being able to consolidate all of our customer data along the way, and second, by making it easily available to our people in a single place to resolve any issues and keep the journey moving forward.”
“Charlie Temple is disrupting the eyeglasses industry, and we’re thrilled to work with them to create a new type of collaborative and personal relationship with customers.” said Arthur Nederlof, chief executive officer at QuandaGo. “At QuandaGo, we believe that we are positioned better than any other contact center software provider to specifically address the end-to-end needs of direct-to-consumer companies by connecting their customer interactions and processes across the entire customer journey.”
QuandaGo is a cloud customer experience software company focused on contact centers, knowledge management, and business automation. Today, we manage more than 100 million interactions for our customers in the retail, services, utilities, financial services and communications industries. For more information email email@example.com or visit www.quandago.com.