Cisco Cisco Finesse 10.5(1) Guide D’Information
© 2016 Cisco and/or its affiliates. All rights reserved.
1
Size: 22,000 associates
Location: Headquartered in Virginia
Industry: Wholesale and retail sales
One-to-one customer relationships helped make Ferguson the largest North
American plumbing wholesaler. However, scaling customer care in line with
customer volumes became a challenge.
American plumbing wholesaler. However, scaling customer care in line with
customer volumes became a challenge.
Customers would phone their local store. Their main contact person could be
busy with a customer or at the counter. So, they’d leave a message and wait
for a call back. That was cause for concern. Today people have information at
their fingertips and expect immediate service. Raising standards everywhere
was imperative.
busy with a customer or at the counter. So, they’d leave a message and wait
for a call back. That was cause for concern. Today people have information at
their fingertips and expect immediate service. Raising standards everywhere
was imperative.
“We have 1100 locations and 250 retail showrooms, says senior director,
Todd Young. “We wanted to create a consistent customer experience across
the business.”
Todd Young. “We wanted to create a consistent customer experience across
the business.”
With 22,000 employees—known as associates—Ferguson could draw on a vast
pool of expertise. Making that available to all customers, without losing the
personal touch, was the key to improving service—and unlocking future growth.
pool of expertise. Making that available to all customers, without losing the
personal touch, was the key to improving service—and unlocking future growth.
“
We’re reaching many more customer types, and they all require
different subject matter experts. Increasingly, we can connect
customers to the associate with the exact knowledge they need.
different subject matter experts. Increasingly, we can connect
customers to the associate with the exact knowledge they need.
”
Todd Young, Senior Director, Ferguson Enterprises
Ferguson’s customers, like all savvy consumers, have more options than ever
before. Traditional customer care was due for an update. The Cisco® customer
care solution helps expand local stores’ horizons.
before. Traditional customer care was due for an update. The Cisco® customer
care solution helps expand local stores’ horizons.
• Improve customer service levels to stay competitive.
• Ensure consistent customer experience regardless of
• Ensure consistent customer experience regardless of
location, time, or device.
• Enable future growth with efficiency.
Challenges
Offering new ways of working, knowledge-ready
contact center technology has equipped
Ferguson for renewed growth.