We kicked-off the project conducting interviews with multiple business groups within the organization. We analyzed needs within Sales, Corporate Communications, Credit, Customer Services and IT to determine how each team could benefit from the project and what pain points we could alleviate.
Leveraging our learnings, we moved into a design and development phase. Our programming team created a state-of-the-art Customer Response platform with the capabilities to generate and distribute customer satisfaction surveys and collect and organize off- and online feedback. The platform also provided the Macy’s team with valuable administrative tools that allow them to route customer replies and generate employee feedback responses within the system, providing full customer service tracking and accountability. Our detailed interviews with Macy’s business units enabled us to build in functionality and reporting that provided key insights and actionable data for ongoing process improvement.