Sports and Entertainment
Drakkar: An expertise in your activity sector
Drakkar is committed to solving complex organizational and labour management problems, through lasting, innovative and cost effective solutions.
Here is a sample of our achievements in this sector:
PRACTICE: Customer Experience
CUSTOMER
Major North American company
NEEDS
For strategic purposes, the customer is looking for solutions to improve results for merchandise sales.
MANDATE
As part of this outsourcing mandate, Drakkar puts together a proposal and is awarded the mandate to put a customer experience program in place.
SOLUTIONS AND METHODS USED
- Identify processes required and develop procedures to ensure their application in the merchandise sales departments
- Establish a clear, precise structure and framework
- Hire and train the sales team
- Put in place winning behaviors to ensure customer satisfaction
- Make sure that benefits are maintained over time, through rigorous follow-up
RESULTS AND MEASURES OF SUCCESS
- Strategic positioning with an impact on the customer’s entire operation
- The customer’s cost reduction objectives were achieved
- Sales objectives were achieved through increased productivity
PRACTICE: Customer Experience
CUSTOMER
Large Canadian company
NEEDS
As part of a new business concept, the customer is looking for a more flexible business model while retaining high performance criteria to achieve optimal operational flow.
MANDATE
- Take over customer service operations, through outsourcing
- Deliver exceptional customer service using experience-based approach to marketing
- Respect the service standards and dimensions established in the customer service strategy
SOLUTIONS AND METHODS USED
As an outsourcing provider, manage distinct operations on behalf of the customer. Develop a customer experience approach to service to create a memorable experience for customers.
- Recruit agents who are passionate about customer service
- Define the operations required and develop procedures to ensure that service standards and dimensions are applied
- Establish clear and defined structure and framework
- Develop a working environment where entertainment and fun reign
- Put in place winning behavior to ensure customer satisfaction
- Maintain lessons learned over time through rigorous follow-up
- Provide feedback and recognition
RESULTS AND MEASURES OF SUCCESS
- Achieved customer satisfaction rate of 97% based on objective surveys
- The company recognized that this activity sector is its top performing
PRACTICE: Outsourcing and Operational Management
CUSTOMER
Major North American company
NEEDS
The customer is looking for innovative solutions to improve results in the sale of merchandise.
MANDATE
As part of this outsourcing mandate, Drakkar puts together a proposal and obtains the mandate to put a customer experience program in place.
SOLUTIONS AND METHODS USED
- Identify the processes required and develop procedures to ensure they are applied in the merchandise sales departments
- Establish a clear, precise structure and framework
- Hire and train the sales team
- Put in place winning behaviors to ensure customer satisfaction
- Make sure that benefits are maintained over time, through rigorous follow-up
RESULTS AND MEASURES OF SUCCESS
- Strategic positioning with an impact on the customer’s entire operation
- The customer’s objectives for cost reduction were achieved
- Sales objectives were achieved through increased productivity
PRACTICE: Outsourcing and Operational Management
CUSTOMER
Large Canadian company
NEEDS
As part of a new business proposal, the customer is looking for a more flexible business model while retaining high performance criteria to achieve optimal operational flow.
MANDATE
- Take over customer service operations.
- Deliver exceptional customer service as part of an experience-based approach to marketing.
- Respect the service standards and dimensions established in the customer service strategy.
SOLUTIONS AND METHODS USED
As an outsourcing provider, manage distinct operations on behalf of the customer. Develop a customer experience approach for service in order to create a memorable experience for customers.
- Recruit agents who are passionate about customer service
- Define the operations required and develop procedures to ensure that service standards are applied
- Establish clear and defined structure and framework
- Develop a working environment where entertainment and fun reign
- Put in place winning behavior to ensure customer satisfaction
- Maintain lessons learned over time through rigorous follow-up
- Provide feedback and recognition
RESULTS AND MEASURES OF SUCCESS
- Through outsourcing, the customer was able to focus all of its attention on development and innovation within the company
- Achieved customer satisfaction rate of 97% based on objective surveys
- The company recognized that this activity sector is its top performing, as well as exceeding expectations
