Consumer Direct Services: Business Case
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- Executive Overview
- Business Case
- Technical Summary
End-To-End Consumer Direct Solutions
If your business isn't growing, it may be dying. That's why it's imperative you improve the effectiveness of your promotions, open new channels, enter new markets, increase order size, maintain the loyalty of current customers and find new ones. You must also make informed business decisions while smoothly scaling up to meet increased demand in a cost-effective manner. But disparate technologies and processes hinder your ability to operate effectively and create a seamless customer experience.
The answer is an end-to-end solution from a single provider that maximizes the use of your resources by giving you a single view of your customers and a consolidated view of your business operations.
Outsourcing order management, logistics and payment processing gives you a competitive edge by introducing new efficiencies, improving responsiveness and aligning new technology capabilities to your business goals.
EDS Helps Improve Your Business and Technology Operations in the Present and Prepare Them for the Future
Incomplete customer knowledge results in inefficient business practices and poor use of tools and technologies. Our end-to-end solution facilitates the flow of information from order to delivery. This results in better customer intelligence and resource alignment.
By assuming responsibility for process execution, systems integration and applications management, we are able to generate a single view of your customers across multiple channels. This customer-centric focus increases customer satisfaction and the effectiveness of promotions.
We also streamline your business operations with end-to-end order processing and fulfillment from our service delivery centers. This reduces costs and enables your company to scale up smoothly to meet demand. You have access to our contact centers, distribution centers and payment centers on a global basis.
Focusing on the customer increases revenues:
- More customer loyalty
- Larger order size
- Fewer out-of-stocks
- Fewer returns
- Improved cross-sell and up-sell
- Orders from multiple channels
Streamlining operations decreases costs:
- More efficient customer service
- Decreased wait times
- No operational redundancies
- Reduced freight and shipping costs
- More accurate inventory management
- Optimized system response
The Experience To Lead the Way and the Scale To Grow With You
EDS operates contact centers, distribution centers, payment centers and technology centers around the world.
- Contact centers/customer care
- 155 contact centers in 26 countries
- 26,000 contact center agents
- Support for 48 languages
- Inbound, outbound, fax, e-mail, chat and IVR
- Distribution
- Manage more than 1 million square feet of warehouse space
- Ship nearly 50 million units for all our Consumer Direct clients
- Process 3.6 million returns a year for Consumer Direct clients
- Applications
- Order management systems
- Contact center outsourcing
- Warehouse management systems
EDS integrates online, retail, catalog, direct media and other channels into a seamless environment to give you a single view of your customer.
- Contact Center
- Our associates assist customers through ready access to information on current order status, payments and other product opportunities
- Contact Center Performance Management
- We apply advanced customer intelligence tools to interact with customers on a more personal level, improving the effectiveness of up-selling and cross-selling
- Demand Response
- Our scalable facilities and operations can manage seasonal and promotional peaks with ease
- Fulfillment
- Automated warehousing and distribution ensure accurate and timely product fulfillment and online retail fulfillment
- Returns
- Our processing centers manage the end-to-end returns and warranty processes
- Logistics
- We help manage your relationships with suppliers and manufacturers by providing timely information on inventory volumes and order fulfillment
- Cash Management
- We receive and process approved payments at our high-volume, high-speed processing centers
In addition to end-to-end support, we also offer the following services individually to improve critical business processes:
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EDS Pulls Everything Together For You
We capture customer intelligence, handle sales and service inquiries, process sales requests, and warehouse and distribute products for direct-to-consumer companies around the world.
EDS uses information technology (IT) to help you:
- Improve sales and service
- Predict buying behavior based on causal data
- Determine effective cross-selling opportunities
- Move product accurately from warehouse or manufacturer to customers
- See accurate inventory levels
- Align resources to needs and scale up quickly to meet demand
- Track orders accurately from start to finish
- Integrate information across multiple channels
- Download the Consumer Direct Services At-A-Glance $$fileinfo(/services/consumerdirect/downloads/consumerdirect_glance.pdf)$$
- Download the Consumer Direct Services for Consumer and Retail Industries Solution Overview $$fileinfo(/services/solutionoverview/downloads/ConsumerDirect_SO.pdf)$$
- Download the CI&R Consumer Direct Industry Graphic $$fileinfo(/industries/cir/downloads/CIR_Consumer_Direct_Industry.pdf)$$
For more information about what EDS can do for you, LINK MISSING
Consumer Industries & Retail Industry
Behind the success of consumer-direct companies around the world is an ally, EDS. Helping them achieve end-to-end order management, fulfillment solutions and scalable customer service, EDS keeps their products moving and their customers satisfied.