We understand the competitive environment you operate in, and the increasing expectations of the customers you seek to attract and retain. All this against a backdrop of constantly evolving socio-economic factors where your agility as a business is key to staying ahead.
At Capita, we create seamless retail experiences. We look at the big picture, to make every small moment count, strengthening businesses so they can adapt as markets and customer demand continue to change.
Our expertise in analytics and insight powers our understanding of your customers’ behaviours, pinch points and unmet needs: we help you leverage this insight so you can put people, processes, and proactive projects in place to exceed customer expectations and keep your business both front-of-mind and ahead of the game.
With a diagnostic review we supported one of the UK’s largest weekly payment retailers to reduce complaint volumes and processing times, resulting in more ‘same day’ resolutions equating to 30% FTE savings.
➥ In online conversion rate with predictive analytics
How we help your retail business to thrive
Improving organisational agility
In a fast-moving business like retail, having the flexibility to respond to opportunities and unforeseen challenges requires an agile structure. Our retail experts help to put adaptable operating models in place to prepare you for whatever the future holds.
A global customer experience delivery network
The diversity of our customer experience delivery network means we can offer our clients flexibility, specialist skills, resources and technology, quality and cost-effectiveness through our onshore, nearshore and offshore locations.
Helping retailers to manage surges in demand
There'll always be times when the pressure on your teams is higher than usual.
With the latest automation and artificial intelligence tools we can help you reduce the number of people required to deal with surges in demand, ensuring you can deliver excellent service all year round. To truly understand these peaks, we run a rapid scan, diagnostic and an ideation workshop to quickly provide the right solution to meet your aims.
Case study: how we helped
One of the UK’s largest weekly payment retailers was experiencing spikes in complaint volumes due to pressure from claims management companies. Our diagnostic review identified opportunities to reduce complaint volumes as well as reducing processing times/hand offs, resulting in more ‘same day’ resolutions which equate to 30% FTE savings.
The changing landscape for retail
In a world of immediacy, where many retail businesses have been raising the bar in terms of delivery, customers want and expect seamless, frictionless experiences. This makes it even more important - with shipment delays and supply chain issues prevailing - to focus on preventing drop offs in availability and service.
Unlocking advocacy is about more than online reviews. Consumers are looking for retailers who stay true to their values – specifically around sustainability and purpose. To be prepared to advocate, they must have positive experiences that build trust.