E-commerce / case study

Modernizing Auction Management with a Unified CRM & CCaaS Integration for Seamless Agent Operations for a TV Home Shopping and Retail Platform

Modernizing Auction Management with a Unified CRM & CCaaS Integration for Seamless Agent Operations for a TV Home Shopping and Retail Platform

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    Synopsis

    Technology Stack

    C#

    Microsoft .NET

    HTM 5.0

    Java Script

    Microsoft Azure

    Client Overview

    The client is a global retailer of fashion jewelry and lifestyle accessories, streaming live telecasts across the US, UK, Canada, and Ireland.

    Challenge

    The client sought to enhance its AMS system to improve efficiency in customer relationship management (CRM) and order management (OMS). The existing system posed integration challenges and had a restrictive UI/UX. A scalable, flexible solution that seamlessly connected with CCaaS and Salesforce was essential for optimizing agent productivity and elevating the customer experience.

    Solution

    The Q3 team developed an integrated CRM and OMS platform to replace the client’s AMS SaaS-based system, enhancing efficiency and user experience.

    • Seamless SSO Login & Authentication: Ensuring secure, hassle-free access for agents and supervisors.
    • Enhanced Agent Dashboard: A comprehensive view with daily statistics for better performance tracking.
    • CaaS Integration: Streamlined customer call management for improved service efficiency.
    • Customer 360 View: A unified dashboard providing a single-screen view of all customer information.
    • AMS Integration: Smooth order creation by integrating with the existing AMS system.
    • Salesforce Service Cloud Integration: Optimized case management and workflow automation for higher efficiency.

    Outcome

    Optimized Business Processes
    Streamlined Workflows
    Enhanced Agent Productivity
    Improved Customer Experience

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