Getting Transparency into your BPOs

Saks Fifth Avenue's Success Story with MaestroQA and Salesforce

Challenge

Saks Fifth Avenue encountered a significant challenge by relying exclusively on external business process outsourcing (BPO) vendors for their customer support services and relying on them to report their own quality assurance (QA) results. This approach resulted in unreliable and insufficient data, as well as gaps in knowledge regarding the actual performance of the BPOs. Saks decided to establish an in-house Quality Assurance (QA) Team with centralized responsibility for conducting quality reviews. Initially, the QA Team relied on spreadsheets to complete these assessments, but this proved to be a time-consuming task.

About

Saks Fifth Avenue

Saks Fifth Avenue is the ultimate destination for luxury fashion, offering unique shopping experiences both in-store and online. With a focus on personalized customer service, they aim to help customers express their individual style.

# of CX Agents

600

Tools Used

Service Cloud, Amazon Connect via Salesforce, Automated User Management, Digital Engagement, MaestroQA Screen Capture, Scorecards, Automations

Customer Support Channels

Email, Chat

By implementing automated workflows and screen capture capabilities, we gained valuable insights into the performance of our BPO partners. This transparency enabled us to drive improvements in key metrics like NPS and CSAT scores, ultimately leading to enhanced customer satisfaction.

QA Manager, Saks Fifth Avenue

Solution

MaestroQA was implemented by Saks to improve transparency and gain insights into the performance of their BPO partners. Through the use of automated workflows and screen capture capabilities, Saks sought to obtain a comprehensive understanding of both the customer and agent experiences. This strategic approach aimed to drive improvements in key metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, ultimately resulting in enhanced overall customer satisfaction.

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Why MaestroQA + Salesforce?

The seamless integration of MaestroQA with Service Cloud provided Saks with exceptional screen recording capabilities, allowing them to capture crucial information that was previously overlooked. As a result, they were able to impact key metrics and even identify a malfunctioning feature associated with their loyalty program.

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