PROFILE

Customer : A very large Airport Duty free retailer with 6,500 strong salesforce

Location : Middle East

Industry : Multi-product, multi-brand retailer

Profile : A very large airport retail operator with a global reputation for delivering retail efficiency and handling a very high airport passenger traffic.The retailer operates in a highly competitive environment with one of the least employee turnover which is largely attributed to some of the best in the industry practices.

CHALLENGE

The client, known for its high efficiency in retail operation faced issues with regard to delivering customer engagement and customer experience.

The technology section salesforce lacked knowledge to deal with customers coming from all over the world. Also they have very little time to close the sale as against a in-land retailer.

The client was seriously minded to deliver the right engagement and experience to its customers which is the case with other sections.

The client felt continuous knowledge upgradation was the only means to achieve this.

SOLUTION

We developed and deployed a unique 3600 knowledge management practice to enable the retail salesforce in delivering right customer engagement and experience through continuous knowledge enhancement and monitoring.

We measured the TRANSFER of knowledge, created RETENTION techniques, developed Sales aid tools to USE the knowledge and through portal mechanism, ENHANCED the knowledge continuously.

Our knowledge measuring tool also gave a periodic assessment of knowledge levels with the workforce.

IMPACT

The client now maintains a knowledgeable workforce that delivers TRUE customer engagement and experience.

Use of retention tools and sales aid tools are seen GenY friendly and proven ways to delver results

The retailer has constantly scored very high (by in-house and third party survey) on CS index.

Newly hired employees become productive much faster.

Detected deterioration of knowledge as a function of sales and corrective actions performed. Over all sales increase achieved Y-o-Y.