To maintain our competitive advantage, we need to be able to respond rapidly to changes in the market, support our marketing efforts and minimize operational costs, while ensuring customer satisfaction.Marie Marsden Head of Credit and Insurance Operations The Very Group
Technology has reshaped the way we live. And the way we shop is no exception. For the Very Group, a dedicated online retailer in the UK and owner of very.co,uk, improving its agility and operational efficiency, and better managing seasonal peaks was the only way to thrive in a fiercely competitive market.
Each year, employees in the company’s contact centers receive 25 million calls and emails with its warehouses shipping a similar number of parcels. The Very Group had to increase its ability to respond to business changes, and it needed a fast and cost-effective way to automate processes.
The Very Group operates in a fast-paced, high-volume environment and offers brands in high-end fashion through to electrical goods. Each year, employees in the company’s contact centers receive 25 million calls and emails with its warehouses shipping a similar number of parcels. The Very Group had to increase its ability to respond to business changes, and it needed a fast and cost-effective way to automate processes. Also vital was finding a better way to manage seasonal peaks in demand. But most importantly, the Very Group team needed a “self-service” capability, allowing them to respond at speed.
The Very Group’s size and complexity made it an ideal candidate for implementing a Blue Prism intelligent digital workforce. Processes earmarked for automation now include managing the administration of payment terms (like “buy now, pay later”), managing the administration of insurance products, and supporting marketing activities at the point of sale. And trained team members can create and configure their own digital workers to respond quickly to any need.
Since implementation, the Very Group now operates with greater agility, giving them the flexibility and speed needed to remain competitive. Team members are now focused on adding value rather than on repetitive tasks. And all this has been achieved with no changes or operational impacts to their existing systems.
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