Play.com, one of the UK’s leading on line retailers, has just appointed IPC to provide an outsource Bureau Scanning and email handling service for their customer refunds and replacements forms.
In order to improve customer service, Play were looking for a provider to meet a tight SLA in terms of the handling of this critical part of the business, and providing reports as to the different responses and forms customers return.
Ray Biggs, Head of Customer Experience said ‘ As a highly customer focussed organisation, we need to process customer claims for replacement or refunds as quickly as possible, and IPC were able to show that not only could they provide an improved SLA over the previous performance, but have already demonstrated their understanding of our business. As we come into the pre Xmas season having a reliable supplier to cater for this important part of our processes is key; having checked IPC out, and met them a number of times, we were delighted to appoint IPC to handle this key data handling project’.
IPC are using a high level of automation, including automatically opening email traffic, extracting data and comparing it to order information, to speed through the process of producing the daily reports Play need.
Graham Light (IPC’s founder) commented ‘We were delighted to be appointed to carry out this project for Play. The requirement for 100% accuracy in this work is something we pride ourselves on, and we look forward to working with Play on this and hopefully other projects in the future.’