IC Group A/S, created in 2001 through the merge of Carli Gry International A/S and InWear Group A/S, is a Danish company in the clothing industry. Today, IC Group runs 12 independent clothing brands, including Peak Performance, InWear, Tiger of Sweden, Jackpot, Cottonfield, Matíníque and Part Two. Distribution is run by distribution partners in 16 countries, as well as about 12,000 distributors in over 40 countries.
To provide the best possible service to franchise partners and retailers IC Group maintains a customer care area which processes sales, complaints, and other requests. An internal IT service helpdesk is also utilized. Both areas offer phone support for partner requests. The communications processes of the above mentioned units are to be supported by a modern communications technology offered in a call or contact center solution. IC Group chose SAP Contact Center.
ECENTA implemented the standard SAP Contact Center solution for Customer Care and IT Service at IC Group. The system was configured in a way that the different service numbers for the various clothing brands as well as other requests via the IT Helpdesk can be processed there. SAP Contact Center forwards the calls, with the help of the routing criteria “Language” and “Product Knowledge”, to the best suited employee. Customer satisfaction and Call Center efficiency can be improved this way.
The use of SAP Contact Center provides IC Group important premises to achieve sales growth, improved service quality, as well as increased call center productivity. Reachability of call center operators has been increased, which reflects positively in customer satisfaction. Additionally, the use of voice over IP technology enables employees at remote locations to be optimally included into IC Group communications landscape.