Lack of consistency in customer information across multiple channels.
Reason For Issue(s)
Multiple channels that customers communicate with companies.
Lack of a system integrating sales, service, call center, email and web interaction.
Create a consumer support system that would be integrated and support Nike.com.
Fenway implemented an Advanced Consumer Management Solution creating a single web-compatible point of entry for service agents to serve customers regardless of communication channel.
Integrated the total CRM solution with the Fenway-built Nike.com e-commerce solution.
Web application development, external portal, analytics, UX, system integration, process improvement.
Enabled access to all systems through the single point of entry to serve customers.
Provided the ability to complete multiple transactions in a single call with customers.
Enhanced ability to up-sell and cross-sell products.