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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Snow+Rock cuts training time with new ecommerce platform

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Climbing, skiing and adventure retailer Snow+Rock  has installed a new ecommerce platform from BT Fresca which has meant that the time it takes to train new customer service staff, many of whom are seasonally employed, has been much reduced.

Snow+Rock chose the FrescaCommerce platform to provide much easier navigation, separate channels for clearance or other promotions, dedicated areas for brand partners and the ability to use online offer codes. The retailer was also keen to ensure that the new system could be implemented quickly, be intuitive for customers and easily integrate with other retail functions.

Reducing training times for its telesales staff was also a key consideration. With the previous system, training for new staff took up to two weeks to complete. Now, using BT Fresca's customer service module, training takes just one day.

"Taking our online presence to the next level is a critical investment for us," says Dion Taylor, Snow+Rock's managing director. "Initially, we investigated BT Fresca's e-commerce platform as a benchmark for comparison with other offerings. However, it quickly became clear that it was the best solution on the market, and was endorsed by an impressive list of clients whose implementation experiences were exactly what we wanted."

"This, coupled with the functions it offered and the way that its people went into extensive detail on the customer experience and online journey we could provide our customers, compared with what we do now made the decision for us. Also, reducing telesales training time from two weeks to one day is an incredible advantage."

"Snow+Rock was very exacting about its requirements for the next stage of its online presence, so we're extremely pleased that it's one of the first FrescaCommerce Express implementations," added Sarah Hughes, BT Fresca's managing director. "Knowing that the platform was used as a benchmark and for them to choose it above other solutions is a clear indication of its quality. Our design team worked closely with Snow+Rock to help them benefit from the extra functionality and enhancements available".
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