Studio Moderna, the largest direct response retailer in Central and Eastern Europe, has chosen mplsystems’ intelligentContact solution to provide a customised multimedia solution to manage social media, email and e-commerce contact.
Studio Moderna are growing at 100% per year and this will be one of the largest call centre implementations in Europe. Extending across 21 countries and 3,000 seats, it comprises an end-to-end software-based solution from supply chain through to online sales, supporting 120 transactional websites and an audience of 400 million consumers.
Studio Moderna has 200 retail stores and a presence in all of those 21 countries in the shape of a call centre in each capital city where multi-lingual agents provide pre- and post-sale customer services. The company chose intelligentContact because of its flexibility to meet both their current requirements and any future modifications which can be made by their in-house technical team.
Tomaž Gorjup, Studio Moderna’s CTO, comments: “Previously, we have developed our systems in-house. This suits us because we are not reliant on a supplier and the way they implement features. By working with mplsystems we get the same options and flexibility as an in-house development but with the additional benefits of best practice and market leading out-of-the-box contact functionality.”
The mplsystems solution is part of a wider system linking e-commerce, ordering, the back office and supply chain, each provided by separate suppliers. intelligentContact enables managers across all 21 countries to optimise skill sets and workflow within their call centre and monitor the success of agents. The system reports across the network providing real time performance stats and analysis of buying patterns, preferences and quality of service.
Author: Jo Robinson
Published On: 8th Feb 2012 - Last modified: 22nd Mar 2017
Read more about - Archived Content, IFS
