Case Study: Ascena Retail Group

Client Profile: Ascena Retail Group, a prominent player in the woman’s fashion sector and parent company of Ann Taylor and Loft stores. They faced a significant challenge with their aging telecommunications hardware, which required substantial capital expenditure (CAPEX) to upgrade.

Challenge: Ascena Retail Group’s primary issue was their outdated hardware, which was costly to upgrade and maintain. Additionally, their contact center (CC) was primarily used for internal helpdesk support. As an existing Cisco on-premise UCCX customer, they were eager to enhance their customer experience and leverage more advanced tools available in cloud solutions. They sought to improve their store customer experience, particularly through the use of Cisco Contact Center Interactive Voice Response (IVR) systems, and to integrate digital channels like SMS, text, automation, and emails.

Solution: CX Advanced Solutions (CXAS) proposed a comprehensive solution to transition Ascena Retail Group to the cloud. This solution included the deployment of Cisco’s cloud-based contact center tools, which offered a range of new capabilities and efficiencies. The group was particularly impressed with the Workforce Optimization (WFO) demonstration and decided to incorporate it into their system.

Implementation: The implementation of the new system was strategically planned and executed over a 90-day period. This rapid deployment ensured minimal disruption to Ascena Retail Group’s operations. CXAS’ approach involved setting up a robust, cloud-based contact center, integrating digital communication channels, and deploying WFO tools for efficient workforce management.

Results:

• Quick and Efficient Deployment: The entire cloud migration was completed in just 90 days, demonstrating CXAS efficiency in project management and execution.
• Enhanced Customer Experience: The new Cisco CC IVR system significantly improved the customer experience in stores, offering more intuitive and responsive interactions.
• Digital Channel Integration: The addition of SMS, text, automation, and email capabilities allowed Ascena Retail Group to communicate with customers through their preferred channels, enhancing engagement and accessibility.
• Workforce Optimization: The adoption of WFO tools enabled better staff management, leading to increased productivity and improved service delivery.

Conclusion: Ascena Retail Group’s transition to a cloud-based solution, facilitated by CX Advanced Solutions, marked a significant upgrade from their previous on-premise system. This case study highlights CXAS’ expertise in rapidly deploying complex cloud solutions that not only meet but exceed their clients’ expectations. The successful implementation at Ascena Retail Group showcases how innovative telecommunications solutions can transform customer interactions and streamline internal processes, positioning the company for continued success in the competitive retail industry.