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Multi-Channel Contact and Customer Experience Desktop for Global Blue

Global Blue, the experts in international shopping and spending, operate across 43 countries with 250 customer service points in the world’s major airports and shopping destinations. The business processes over 31 million Tax Free Shopping and Currency Choice transactions per year resulting in  the customer service operation handling over 270,000 inbound and outbound calls and emails from travelling shoppers around the world.

As a growing business, Global Blue continuously evaluate how they can improve the customer experience and simplify the tax free shopping process. Dealing with a large amount of customer transactions across multiple countries, Global Blue needed a complete contact centre solution that would encompass specific needs such as language translation, call routing optimisation and integrated voice and email handling.

After looking at various solutions, Global Blue selected mplsystems to transform their multilingual contact centres and replace an earlier generation Genesys deployment. mplsystems implemented a complete multi-channel contact technology and intelligent desktop solution customised specifically to meet the organisations global requirements.

The new intelligentDesktop solution helps simplify complex interactions for Global Blue’s agents at its two customer contact centres in Singapore and Slovakia. For the first time Global Blue agents have immediate access to relevant customer data on their desktop, providing them with information needed to optimise interactions and help customers complete their shopping with minimal effort.

According to Global Blue Vice President, Jeremy Taylor, “We’re constantly working to make Tax Free Shopping an ever-simpler process for travellers, serving them more smoothly, and helping to increase revenues for our retail partners. We chose contact centre technology specialists mplsystems to design an intelligent desktop solution for our agents so that they can identify and service customers more comprehensively – but also more efficiently. Since deployment we have already significantly shortened the time it takes to handle each customer call or email by almost 30% – simply by providing our agents with streamlined access to the information and processes needed to support the customer journey.”

mplsystems’ powerful intelligentDesktop solution helps contact centre operators directly address the complexity of today’s multi-channel customer service environments. Feeding the right, contextualised information into the customer interaction will provide Global Blue’s team of some 60 agents with easy, timely access to all data, enabling them to complete interactions more quickly while at the same time delivering improved customer service levels.

Business Benefits

  • 95% of processes executed in 1 system
  • Staff performance: increased by 20%
  • Call handling time: reduced by 30%
  • Email response: decreased by 3 days
  • Customer satisfaction: improved by 20%

 “mplsystems completely understood our requirement for an agile solution that could integrate all our agent desktop, call routing and back-office integration needs,” added Jeremy Taylor. “The combination of mplsystems’ intelligentDesktop and iContact technologies made smart sense for Global Blue. We’ve also been impressed at how mplsystems has been able to tailor the desktop solution to meet our specific requirements – for example we’ve been able to customise the software to automate translation from Japanese, Russian and Chinese.”

“We’re delighted that Global Blue selected mplsystems for this important customer engagement project, particularly recognising our ability to help organisations enable the next best action, information or process with which to engage the customer,” added Paul White, mplsystems’ CEO. “At mplsystems our combination of multi-channel contact centre components, intelligent agent desktop mash-ups, knowledge base solutions and mobile apps mean we’re ideally placed to help organisations such as Global Blue take their contact centre service to the next level.”

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