Case Study: SPANX Significantly Improves Efficiency With UJET

SPANX is a brand built for women, by women, with a mission to redefine comfort, confidence, and innovation.

The Challenge

During its transition to a new business process outsourcer (BPO), SPANX encountered a critical challenge: its existing telephony system lacked the agility needed to keep pace with evolving business demands.

Seamless CRM integration was essential, yet the rigid nature of the current technology made real-time updates difficult, slowing down operations and limiting the ability to optimize customer interactions efficiently.

The lack of agility in SPANX’s telephony system had a direct and detrimental impact on operational efficiency.

The inability to swiftly update the interactive voice response (IVR) system created a slow and cumbersome process, preventing the company from delivering the best possible customer experience.

This inefficiency not only delayed response times but also restricted the ability to optimize operations in real time, limiting SPANX’s capacity to meet the dynamic needs of its customers.

The challenges weren’t just technical, they were felt in every interaction. Customer service operations were hindered, and agent productivity suffered due to the rigid technology.

To maintain its commitment to exceptional service, SPANX needed a modern, flexible telephony solution that empowered its team with self-service capabilities, real-time adaptability, and streamlined integration.

The company sought a scalable platform that would not only support its immediate needs but also provide the agility required for long-term growth in an ever-changing business landscape.

Before selecting UJET, SPANX explored several VoIP and telephony solutions but found that none offered the level of flexibility and control the company needed.

The team required a solution that could adapt quickly to their evolving business needs and allow for real-time updates. UJET stood out as the best option because its cloud-based platform enabled instant IVR adjustments, eliminating the delays and inefficiencies that had previously hampered operations.

Unlike other providers, UJET’s real-time configurability empowered SPANX to make immediate changes to the IVR system without relying on external support, streamlining customer service processes and enhancing the overall experience.

This flexibility was essential for a dynamic business like SPANX, ensuring that they could respond quickly to customer needs and maintain the agility required for growth.

The Solution

The implementation of UJET was seamless and exceeded expectations, providing SPANX with a stable and reliable platform that integrated smoothly into the company’s operations.

A standout feature that significantly improved SPANX’s customer engagement strategy was queue-level hold messaging.

Given the global reach of SPANX, it was essential to deliver tailored messages to customers based on their region while they waited on hold.

UJET’s ability to customize these messages provided a personalized experience, allowing SPANX to effectively market different products to diverse audiences across multiple countries while complying with customers’ marketing preferences.

Beyond the hold messaging, UJET’s intuitive self-service capabilities empowered the SPANX team to easily manage and optimize customer interactions.

This flexibility helped streamline operations and ensure that the brand could stay agile, making adjustments to IVR settings and other features in real time.

With seamless CRM integration, UJET also allowed SPANX to maintain a unified view of customer interactions, boosting operational efficiency and enhancing the overall brand experience.

The transition to UJET truly empowered SPANX to deliver a more personalized, effective, and efficient customer experience on their voice channel..

The Results

Since implementing UJET, SPANX has seen remarkable improvements in efficiency and overall business operations. The most significant benefits include:

Increased Efficiency

With UJET’s ability to make real-time self-service changes, SPANX has streamlined its processes, reducing downtime and boosting agent productivity. This flexibility has allowed the team to be more agile, responding to changing needs without delays.

Improved Customer Experience

UJET’s customizable queue-level hold messaging has enabled SPANX to create a more personalized customer experience.

By tailoring messages based on customer location, SPANX enhances engagement and delivers relevant content while customers are on hold, ensuring every interaction is meaningful.

Operational Stability

Over the past four years, UJET has provided SPANX with a reliable platform that ensures minimal disruptions to their business operations.

This consistency has allowed SPANX to maintain seamless communication with customers, empowering their customer service teams to focus on delivering exceptional support without the worry of system failures.

This blog post has been re-published by kind permission of UJET – View the Original Article

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Author: UJET
Reviewed by: Rachael Trickey