New Era Cap
Client

New Era Cap

Business type

Global online retailer

Business area

Customer service provision – multi-channel/lingual

“We felt helped and fully supported throughout the whole process, from laying out our business plan request, to finding the right outsourcing company to suit our needs. The service from CCP really exceeded our expectations, and we are really happy and convinced that we have the right outsourcing partner to match our business!”

Trish Freeborn, Head of Customer Service EMEA, New Era Cap

Client challenge & requirements

New Era Cap started in EMEA as a wholesale business, selling their products to retailers across Europe. After 15 years, they decided to open their own retail sites and launch an eCommerce website to allow customers to purchase direct.

When we were approached initially, New Era Cap’s EMEA customer service teams were looking after their wholesale accounts. New Era Cap required a customer service solution to handle customer enquiries. They had tried using the wholesale team to support this requirement but due to rapid growth this became unsustainable and customer service levels started to drop.

The client challenges in summary:

  • Internal customer service teams were struggling to handle both wholesale and customer enquiries
  • Rapid growth meant that scaling up quickly was a problem
  • Needed to improve customer service levels
  • Limited visibility of the market
  • Lack of outsourced contact centre market experience
  • Required a cross channel solution – voice, live chat and email
  • Multi-lingual service
Primary objectives

The client wanted a customer-centric solution that would deliver the highest level of customer service, through a range of channels at an affordable price.

Solution

We worked with New Era Cap to define and agree on a brief. We then identified a range of outsource partners, based UK, near and offshore, who could meet New Era Cap’s requirements. We then guided our client through the selection process, helping them to find the right long-term partner.

We supported the programme through to go live ensuring that the relationship between the client and the selected outsource partner was kept at the highest level.

  • Define and agree the brief including proposal responses – an initial proposal followed by submission via the global Ariba portal
  • We worked with Experian to streamline the responses
  • We identified four prospective outsourcers, from the CCP partner network, who were able to fulfil the requirements
  • We assisted the client throughout the selection process helping them score the submissions and define an agenda for site visits
The result

New Era Cap was expertly matched to one of our network partners, who are now successfully delivering a multi-channel multi-lingual customer service solution. Our client is delighted with the result.

Client comment:

“At a time of business growth, we approached numerous companies to help us find the right partner. Quite a challenge it seems! But not with CCP. We felt helped and fully supported throughout the whole process, from laying out our business plan request, to finding the right outsourcing company to suit our needs. The service from CCP really exceeded our expectations, and we are really happy and convinced that we have the right outsourcing partner to match our business! This would not have been possible without them. The road to success is as it stands quite a long one, but with CCP, we were supported all the way!”

Trish Freeborn, Head of Customer Service EMEA
New Era Cap