Client
New Era Cap
Business type
Global online retailer
Business area
Customer service provision – multi-channel/lingual
New Era Cap
Global online retailer
Customer service provision – multi-channel/lingual
Trish Freeborn, Head of Customer Service EMEA, New Era Cap
New Era Cap started in EMEA as a wholesale business, selling its products to retailers across Europe. After 15 years, they decided to open their 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:
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.
We worked with New Era Cap to define and agree on a brief. We then identified a range of outsourcing 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 outsourcing partner was kept at the highest level.
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 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