A project like this would normally take years, thanks to Anana we achieved it in record time.

Ian Mahoney, Head of Delivery Services, Marks & Spencer

Marks and Spencer

The implementation of Anana's customer interaction channel for M&S was part of Europe’s largest retail transformation project: the refreshing of their digital storefront presence. Anana were responsible for the integration of all hardware, software, interconnects, and interfaces across the entire estate, including outsource partners, and 1,253 retail outlets.

Why Anana?

Anana was chosen because of our proven ability to deliver complex, large-scale omni-channel solutions to time critical deadlines. With Christmas playing a vital role in the retail sales cycle, it was essential that everything was up and running with enough time to train over 1,000 agents and more than 500 seasonal staff in readiness for the company’s peak sale period.

 

Our Solution

Anana created a bespoke Genesys based solution that works in tandem with the company’s IBM eCommerce system. Seamlessly integrating all back office functions and customer engagement channels across the businesses in-house and outsourced experience centres. This means all agents now have a single view across all touch points and communication channels, from voice and fax, to  email, SMS, and social media.


Special considerations

In a world of text, email and social media, it’s easy to overlook the importance of the humble letter. However for a brand that appeals to a very broad demographic, being able to respond quickly to handwritten correspondence is vital.  To meet this challenge Anana created a bespoke ‘White Mail’ solution, which allows traditional mail to be routed and handled in the same way as voice and digital communications.


Results

A state of the art omnichannel platform to build a new e-commerce solution.
20% improvement in average handling time.
Adviser training reduced from three days to half a day.


How we delivered this solution 

With over 10 years of delivering best-practice customer experience, our solutions have been tried and tested across the industry.

Services

Anana offers expertise and advice based on the very latest industry best practice, helping customers maximise CX and increase sales.

Anana Consultancy Services

Delivery

The Marks & Spencer solution is fully hosted and operated as a managed service on the Anana Cloud CX platform.

More about us

Related Case Studies 

See how we helped these businesses surpass their targets with our Omnimodal approach. 

Contact us

To find out how we can help you transform your customer experience, simply fill in your details below.

    Working in partnership