Case Study

Personalized shopping experience with predictive analytics.

Leading trend-conscious North American fashion brand.

“Case         “Case

Case Study - North America Fashion Brand
Industry
Retail
Services
Business Process Transformation
Customer Engagement Transformation
Digital Transformation

The Problem

Our fashion retail client was struggling to pamper their customers when it really counted; during the holidays. As the holiday season generally represents 30% or more of annual sales for the typical retailer, the inability to meet customer demand for product recommendations, order management, and loyalty program management, was of growing concern. This led to a sharp decrease in customer satisfaction, and the inability to effectively increase sales during a critical time of year.

The Sutherland Transformation

Our client was focused on improving contact resolutions, customer satisfaction, and sales conversion. Sutherland recruited, trained, and managed a team of fashion advisors to provide personalized experiences during both peak and off  season. We used predictive analytics to develop customer shopping profiles (consisting of likely apparel and accessory combinations) to train our fashion advisors to provide personalized shopping experiences. This resulted in increases in customer satisfaction, average basket size, and sales conversion.

The Results

As a result of our partnership, our client has experienced:

7%
Increase in basket size
10%
Increase in sales conversion from 15% to 25%
23%
Reduction in average handle time

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