1. 23/05/2013@TransversalTalk #askTVL

2. 23/05/2013@TransversalTalk #askTVL
Sharon Millard
Head of Customer Services
Mothercare Group
'Implementing a multi-channel strategy to meet the needs
of the customer, whilst reducing cost and improving
service'

3. 23/05/2013@TransversalTalk #askTVL
Introduction
A short story of our initiative
•Why did we need a knowledge management
strategy?
•How did self help deliver instant results?
•The challenges
•The benefits
•Any questions

4. 23/05/2013@TransversalTalk #askTVL
Why did we need a knowledge
management strategy?
•Our expertise is our
USP
•Our brands are
recognised as a trusted
source of information
for parents worldwide

5. 23/05/2013@TransversalTalk #askTVL
How do we want customers to feel?
Perception IS Reality!
‘Computer
says no’
Trust and
loyalty

6. 23/05/2013@TransversalTalk #askTVL
The First Challenge
•ELC outsourcing single first point of contact
•Delivering brand consistency in outsourced
environment
•Managing 1000% contact increases in peak
season
•Contact reduction
0
5,000
10,000
15,000
20,000
25,000
ELC Total Contacts
This Year (11/12) Last Year (10/11)

7. 23/05/2013@TransversalTalk #askTVL
The Second Challenge
•Mothercare and ELC integration, 2 brands, 1
engine, many faces
•Delivering consistency across the group
•Delivering cost reduction for in-house contact
centre
•Integrating a multi channel environment

8. 23/05/2013@TransversalTalk #askTVL
The Benefits
•Empowering the customer to self serve
•Reduced contacts
•Cloning the best agent
•Using people to add the most value
•Learning what the customers really ask
•Freeing agents to focus on quality
•Sharing news fast

9. 23/05/2013@TransversalTalk #askTVL
Latest Challenges and the future
Expanding across new channels
•Going Global with our franchise partners
•M-commerce, Apps and Smartphones
•Social Media
•Continuing collaboration and engagement

10. 23/05/2013@TransversalTalk #askTVL
The Message – Collaboration and
Engagement
Positive
Collaboration
Shared
Culture
One
Vision
‘We passionately believe
we can only be the best
if every single person in
the team makes a
contribution to
continually improve our
overall standards’

11. 23/05/2013@TransversalTalk #askTVL