Photobox: from good to great
xceptional multi-channel service for exceptional products
Unparalleled resourcing flexibility from daily to seasonally
Operational cost savings of 22%
Exceptional customer experiences
Increased staff loyalty
CSAT improvement from 80% to >90%
Empathetic, loyal and enthusiastic agents
Proactive and collaborative partnership
Discerning customers and clear goals
PhotoBox’s international customer base invests a great deal of time and effort
to craft the perfect gift or memento for a wide range of occasions. And given
the company’s vast product range - from its best-selling photobooks to canvasses
and mugs – there are infinite permutations meaning that products are completely
customisable and a very personal experience. Combine this with the fact that a
large proportion of the organisation’s business comes via ‘word of mouth’, it’s
no surprise that customer experience is a key strategic priority for PhotoBox.
However, the organisation’s sales are intrinsically seasonally driven – approximately
50% occur over the Christmas season – which means that PhotoBox has to deal with
extreme levels of volatility in customer demand. And when the group launched
operations in Australia, New Zealand and Canada, there was the added complication
of matching fluctuating resource requirements to a number of different time zones.
"Our customers buy unique, personalised and emotional products and often require
a fair degree of support – at a time that suits them, whatever their time zone.
While it’s impossible to generalise our customers and their customer service needs,
we can unilaterally generalise that each and every customer deserves a great
customer experience from PhotoBox," explains Helen Ellis , Head of Global Customer Services.
After a careful review of the business’ unique requirements, it became clear that
homeworking was the best solution for
PhotoBox and Sensée was appointed as its
specialist outsourcing partner. By bringing demographically aligned agents to the
table to serve PhotoBox customers,
SenséeSensée would be able to provide high levels of
technical support as well as great customer care.
Award winning multi-channel customer service
PhotoBox has always provided good customer
service, but in 2011, the group decided that it must deliver consistently ‘great’
customer service to maintain its market leadership position. Part of this exercise
was to rationalise its supplier base – a move which saw PhotoBox consolidate its
external partner numbers from 5 to 2.
As a part of this and in addition improving the quality of phone and email
interactions, PhotoBox asked Sensée to deliver extended opening hours to serve
its domestic and growing, international customer base. Today,
multi-lingual phone, email and live chat support from 7am until 11pm – 7 days
a week for Europe.
Building on their already established relationship, Sensée
quickly helped PhotoBox to gear up quality, channel availability and geographic reach.
PhotoBox benefitted from Sensée’s
specialist homeworking technology – as well as
their excellent people and processes – which is was absolutely aligned to PhotoBox’s
needs, and gave them the requisite levels of control, security and visibility of
operations. "Quality interactions – irrespective of the
channel used – are vitally important to our business and Sensée shares our commitment
in this area. They’re unwavering in their commitment to us as a business and utterly
proactive - if ever they suspect there may be an issue in our operation or an area
for improvement they let us know straight away. This behaviour has earned our trust
and respect," shares Helen.
The partnership has certainly paid off. In February 2013, PhotoBox
increased its quality score, achieving over 90%, and later that year enjoyed industry
recognition for the quality of service it delivers. "Exceeding
our CSAT goal was a really big deal to us - particularly given the fact our volatility
is so extreme. We were delighted when we won the coveted top spot in the ‘Top 50’ for
customer service and the whole team feels that Sensée contributed heavily to that
achievement," continues Helen.
In addition to these positive key performance indicators, PhotoBox
is experiencing a positive sales upturn and encouraging results in its newest territories.
Homeworking – a host of compelling benefits for PhotoBox
The benefits have been compelling on all fronts. First of all, Sensée
agents often outperform the in-house team and PhotoBox believes
that this is down to the fact that the dedicated home agents
are very experienced, with a host of life experiences that enable them to really empathise with
its customer base across multiple channels.
This is compounded by single digit attrition which means the valuable acquired skills
are retained, with some of the agents having served PhotoBox’s
customers for over 7 years. PhotoBox’s business
is an enriching environment for Sensée’s home agents
and this has led to strong agent commitment and loyalty, which in turn delivers increased
employee engagement and extremely low staff attrition.
This means that in emergency or for seasonal peaks, PhotoBox
has a huge ready to go resource need be.
"To conclude, I’d just like say that Sensée is so incredibly
flexible, I’ve never seen anything like it. But equally importantly, they set
themselves very high standards and do everything in their power to meet them.
The team has given us so much confidence – mainly due to a practically palpable
focus and commitment – that we trust them to deliver for us, with never any need
to micro-manage. They are part of our team, there really is no ‘them and us’.
It’s a great partnership – we really couldn’t have asked for anything better,"
PhotoBox is Europe's leading online digital
photo service with over 30 million members, helping people create memories and keep
them alive through Photobooks,
t-shirts, and more.
Founded in 2000 by Graham Hobson, in 2006,
PhotoBox merged with French counterpart
Photoways and later, in July 2011, with personalised card company
Moonpig. The company operates in 19 countries,
predominantly in Europe and in Canada, New Zealand and Australia.
Sensée unlocks significant benefits
by transforming the way companies work.
Our multi-channel customer management services, delivered by highly skilled
home agents, give our clients unprecedented
agility to respond to rapidly
changing market conditions, significant operational cost reductions and
exceptionally high levels of customer satisfaction. The leading homeworking
outsourcer, Sensée employs c. 700 home agents
to serve a prestigious client
base that includes
RAC and Rank Interactive.