Case Studies
ProLog provides ProCare customer care solutions to several companies seeking a quality focused, U.S.-based call center. The following case studies illustrate ProLog’s ProCare services:
- An International shoe manufacturer requires ProCare support for it’s online store and custom shoe business
- A life sciences company diversifies into water line decontamination units and utilizes ProLog for phone-based technical support, general customer service, warehousing, and fulfillment.
- A Fortune 500 consumer brands company enters direct selling e-commerce for its golf subsidiary with the aid of ProLog
International Shoe Manufacturer
The Challenge
An international shoe manufacturer was launching its first direct-to-consumer e-commerce site. In addition, this manufacturer was adding a line of custom built shoes to its product line, which would only be available only over the web. This company sold through traditional retail channels, and as such did not have a customer care team or systems to provide end-user customer service.
The Solution
ProLog was engaged to provide a complete customer care solution. Toll free numbers were established and routed through ProLog’s phone and queue management system. FAQs and their related answers (particularly related to the custom shoe line) were developed and populated within ProLog’s CRM system. Work processes were established for order entry, customer record creation, e-mail response, returns and warranty processing, and complaint management. A separate system based tool was built to aid the customer care team in locating the retail store nearest the customer, if the customer desired an in-store visit.
The Result
The shoe manufacturer successfully launched the web store and ProLog provided a turn-key customer care function. The web store created a healthy sales volume and allowed for the successful launch of the custom shoe line. The customer care function also created the first direct and on-going link between the manufacturer and their end user customer, generating rich data related to customer satisfaction and product performance.
Life Sciences Company
The Challenge
A life sciences company developed a mixing and generating unit for the decontamination of water lines, found primarily in dental operatory water delivery units. This complex machine required detailed technical support that the company was not staffed to provide. The company traditionally sold their products through distribution partners, and was ill equipped for handling customer inquires direct from the end-user dentist. In addition, the company desired to sell this unit directly to the end-user, and have a third party provide the warehousing and fulfillment.
The Solution
ProLog was retained to provide end-user technical support, general customer service, warehousing, and fulfillment. An extensive amount of time was invested in developing a list of technical issues most likely to be experienced by the dentist, with the appropriate responses to be delivered by the ProLog customer care team. Work processes were developed to support customer inquiries, returns and e-mail responses. Products were stocked in ProLog’s Kentucky warehouse for centralized distribution throughout the U.S. and Canada.
The Result
The company successfully launched this complex product and ProLog has been highly proficient in answering customer questions via the phone and e-mail. ProLog ships orders the same day and products are delivered direct to dental offices in a timely manner. As a result the client has grown this segment of their business without requiring the investment of any field support engineers.
Fortune 500 Consumer Brands Company
The Challenge
A Fortune 500 consumer brands company desired to enter the direct selling e-commerce market for its golf subsidiary. The company was unsure of how its distribution channel would react to such a move, so they wanted a partner who could successfully test and execute the direct-selling concept. In addition, with a history of selling through distribution, this company needed a turn-key infrastructure for delivering top quality warehousing, fulfillment and customer care services.
The Solution
ProLog was retained to handle all operational aspects of this e-commerce launch. ProLog’s IT team worked closely with the client to fully integrate its warehouse and CRM system with the client’s web site and legacy systems. The ProLog fulfillment operation was engaged to execute same-day shipping for customer orders. Work processes were developed to deliver a customized package and high-end gift wrapping solution. Kitting operations were established for repackaging and labeling inbound products. ProLog’s call center was deployed for taking inbound phone orders, responding to customer delivery questions, answering technical product questions and processing returns and credits.
The Result
ProLog and the client launched on schedule, and the e-commerce site was a resounding success. Dealer service was ultimately added into the web site and call center, further harmonizing the distribution channel. After five years of continuous service, the “experiment” has evolved into a highly profitable business entity, with ProLog providing the full range of warehousing, fulfillment and customer care services. ProLog has also been retained to provide similar services to other divisions within the client’s corporation.