Case study: Cloud customer service center for LPP

Customer service center in the cloud for LPP S.A.

When LPP S.A. decided to switch from the Genesys solution in the on-premise model to the Genesys Cloud CX platform based on a subscription model based on the public cloud, it established cooperation with Unima 2000 Systemy Teleinformatyczne S.A. The key objective of the project was to enable the use of multi-channel contact with customers via telephone, email, chat and social media platforms, as well as the automation of part of the service processes.

Implementation companies

Unima 2000 Systemy Teleinformatyczne S.A. is an IT solutions integrator, existing on the market for almost 30 years. It offers customers advanced telecommunications technology, business applications, contact center systems, as well as analytical and predictive solutions.

Silky Coders is a software house forming the technological foundation of brands belonging to the LPP capital group — one of the most dynamically developing clothing companies in the Central and Eastern Europe region. It provides digital solutions for clothing brands: Reserved, Cropp, House, Mohito and Sinsay and drives the development of their sales, logistics and customer service channels. The solutions designed and implemented by Silky Coders facilitate the work of nearly 22,000 employees employed in LPP structures in Poland, Europe, Asia and Africa and facilitate purchases for millions of product lovers in almost 40 markets.

LPP S.A. is a Polish family company, one of the most dynamically developing in the clothing industry in the region of Central and Eastern Europe. For 30 years he has been successfully operating in Poland and abroad managing 5 fashion brands: Reserved, Cropp, House, Mohito and Sinsay. It has a network of more than 2000 sales outlets with a total area of more than 1.4 million m2. The online offer of brand collections is available in almost 40 markets. LPP also plays an important role in creating jobs for more than 21,000 people in offices and sales structures in Poland, Europe, Asia and Africa. The company is listed on the Warsaw Stock Exchange as part of the WIG20 index and belongs to the prestigious MSCI Poland index.

Authors cited in the document, involved in the project

• Michał Łunkiewicz — Head of Projects and Implementations at Silky Coders
• Dawid Telepski — Head of Contact Center at LPP
• Adam Jeszke — Project Manager at LPP
• Milena Cuper — Business Analyst at LPP
• Piotr Peć — Operational Analysis Specialist at LPP
• Natalia Lubecka — Operational Analysis Specialist at LPP
• Rafał Pychowski — Sales Director at Unima 2000

Description of the business need

The dynamic growth of sales in the e-commerce channel, and as a result - after-sales service, resulting from restrictions on store openings related to lockdowns and the development of the LPP Company caused the need to implement a flexible solution for customer service, which we will be able to scale independently without having to wait for the installation and configuration of servers or licenses depending on the traffic that prevails in our Contact Center. The key objective of the project was to enable multi-channel contact with customers via phone, mail, chat and social media platforms, as well as to automate part of the service processes (e.g. in the form of a chatbot that quickly solves standard queries).

After analyzing the platforms available on the market, we chose Genesys Cloud CX solution based on a subscription model based on the public cloud. It allows us to focus on customer service, leaving the extension and maintenance of the Contact Center platform on the Manufacturer's side. At the same time, we wanted the company implementing this technology to have an experienced team with high competence in the field of customer service solutions. One who knows all aspects of it. Hence our decision to establish cooperation with Unima 2000.

“Before we unified the technology we used, we were faced with the challenges of supporting some channels by external applications outside the main Contact Center platform. This negatively affected the efficiency and lengthened the process of training new consultants. It was also important to maintain the telecommunications infrastructure in each country, which also multiplied the challenges.”

Michal Lunkiewicz — Silky Coders, Dawid Telepski — LPP

Description of the implementation

The project was divided into phases, taking into account, among other things, the geographical location of the market concerned and the number of consultants serving it. It was also necessary to remodel the service processes so that the customer could take full advantage of the potential of the new technology. Genesys Cloud CX is a very flexible and secure service, and new functionalities made available as part of the solution appear systematically and without affecting the current work of customer service in LPP.

Genesys Cloud CX in LPP is:

LPP has contact center locations in 13 countries and provides 84 numbers to its customers.

The company employs nearly 22,000 people worldwide, united by a strong organizational culture and a common goal of creating the best clothing company in the world.

Working in the conditions of the lockdown associated with the COVID-19 pandemic, the Unima 2000 team coped with the deployment in remote mode. The new customer service center system in public cloud technology provides the flexibility to effectively manage costs and enables the new digital channels and operational improvements that LPP customers and service teams have been waiting for.

STAGES

Supplementary figures Timeline

Stages of implementation:

• United Kingdom and Croatia — markets where the solution was launched on a pilot basis served by consultants working in one of the locations in Gdańsk
• Germany, Romania, Slovenia, Czech Republic, Slovakia and Hungary — located both in LPP headquarters and in local markets
• Poland — the country for which the largest group of consultants is dedicated
• Russia, Ukraine, Lithuania, Latvia and Estonia and other EU countries - integration with internal systems based on API prepared by Silky Coders

Each launch of the Genesys Cloud CX service in a given country was preceded by proper preparation and configuration of the system and training of employees, which was also a test of its operation. This was possible due to the change in the numbering of the hotline — the prepared system could be used to carry out training handling of interactions without the risk of customer requests going there. All the implementation work was carried out by Unima 2000 efficiently and in accordance with the agreed schedule.

Thanks to the implementation of the Genesys Cloud CX solution by Unima 2000 together with Silky Coders, all business objectives were achieved:

• Currently, the preparation of a job position for a consultant only requires the creation of a user account
• System configuration is possible by the internal team on the hotline
• All customer service channels are concentrated in one place
• Support outside the system with the use of other tools has been reduced to the necessary minimum thanks to the preparation of additional applications (microservices) supporting internal requests and a sorter for the separation of mails
• Scalability independent of hardware component purchases, configuration and commissioning
• Shared APIs for integrations with internal systems to automate service processes
• By centralizing services with one global telephone service provider, telecommunication costs have also been significantly reduced

Criteria for success

Thanks to the implementation of the Genesys Cloud CX solution by Unima 2000 together with Silky Coders, all business objectives were achieved.

“When migrating to the cloud, flexibility was required to quickly meet changing market expectations. In order to meet the requirements of our client, we conducted a comprehensive study of his needs, on the basis of which the implementation proceeded according to the agreed schedule, meeting all previous assumptions.”

Rafal Pychowski Unima 2000 S.A.

The greatest advantage of Gensys Cloud is its flexibility, unlimited scalability and the possibility of functional development without the need for updates or upgrades. Contact Center consultants can work from anywhere in the world or be supported by employees of stationary salons, for example during lockdowns.

The project was completed in a much shorter time than other similar projects on the market. This was made possible by a very well prepared implementation and phasing of the launch that worked out based on previous experience and the implementation of other projects at LPP and Silky Coders.