Maximising sales & increasing customer loyalty for Harrods
Harrods at a glance
Luxury department store Harrods is home to over 3,000 brands, including designer fashion, accessories and beauty.
I feel proud to represent such an established brand. I come into work every day with a smile on my face.
“Moneypenny is the closest thing you can get to an in-house operation, with all the benefits of an outsourced partnership.”
Solving their biggest business challenges
Harrods needed a partner with unrivalled expertise around engagement, culture, planning, workforce management and innovation. Struggling to effectively operate a permanent in-house team and wanting to avoid employing temporary staff to cover seasonal peaks in activity, Moneypenny’s scalable and dedicated support offered the ideal solution. Other goals outlined were to:
- - Improve profitability
- - Scale as appropriate with seasonal demand
- - Enhance first-time resolution
- - Reduce abandoned call rates
- - Offer revenue-generating ideas
- - Drive significant cost reductions
Future-proofing customer service delivery
For such a quality brand, customer service is key to protecting their valuable reputation. Historically, to attempt to deliver this alongside seasonal activity fluctuations, their approach was to employ up to 40 temporary staff members to help manage their increased volume of incoming enquiries. Outsourcing to Moneypenny created an opportunity for the brand to bring balance to their internal team and deliver consistently exceptional service to customers all year round.
96% of customers say customer service is important in their choice of loyalty to a brand
Forbes Leadership Forum
Mirroring internal processes through integration capabilities
With access to their own ticketing system and CRM, we’re able to manage customer enquiries seamlessly on their behalf. Whether it’s processing orders, providing delivery information, checking product stock, signing up new reward scheme members or escalating complaints, callers assume we’re experienced and knowledgeable members of their in-house team. Integrating our systems in this way also allows for a productive and close working relationship between our team and their employees.
A partnership built on trust and shared values
For all of our Bespoke Customer Team clients, we think it’s important for there to be a natural synergy between the two brands, and the connection between our brands was clear from the beginning. We already shared the same approach to customer service and people management, but we continued to build on this relationship by investing lots of time with the Harrods team, both here at Moneypenny and at their HQ and customer service centre, so we were confident we clearly understood their culture and the type of experience they wanted to give to customers.
Well done for reaching the target for chats and calls and exceeding the target for tickets. There are many advisers scoring 90% or above, which is amazing!
Harrods team member feedback
Once more, your team has demonstrated acting on feedback and continues to improve monthly. Well done!
Harrods team member feedback
Come visit us and let’s talk
Samantha Jones, our Commercial Director for Bespoke Customer Teams, is ready and waiting to discuss your needs in more detail. Complete this form or call her today on 0333 202 1005.