Case Study: Rite Aid

Client Profile: Rite Aid, a prominent retail chain with over 2,400 locations, faced challenges with their telecommunication systems. They were dealing with a myriad of different on-premise PBX systems across their numerous locations.

Challenge: The primary challenge for Rite Aid was the complexity and inefficiency of managing different PBX systems for each store. They sought to simplify this management and move to a single cloud solution that would allow for remote support and provide a unified experience, regardless of which location was contacted by customers.

Solution: In response to these challenges, Rite Aid chose to implement Cisco Calling and Contact Center solutions, with an emphasis on a customer-facing IVR system for all locations. CX Advanced Solutions (CXAS) was tasked with this integration, focusing on creating a streamlined and unified communication experience across all Rite Aid locations.

Disaster Recovery Strategy: An important aspect of the solution was addressing Rite Aid’s need for a reliable disaster recovery (DR) plan. Given their existing contract with Five9 and the need for a backup in case of service outages, Rite Aid chose Webex Contact Center as a DR solution. This strategic choice ensured that Rite Aid had a robust fallback option, maintaining uninterrupted customer service even during potential outages.

Implementation:

• Simplified Management: CXAS implemented a single cloud solution to replace the various on-premise PBX systems, simplifying management across all Rite Aid locations.
• Unified Customer Experience: The new Cisco IVR system ensured that customers received a consistent and efficient service experience, regardless of the store location.
• Enhanced Disaster Recovery: The integration of Webex CC as a backup DR solution provided Rite Aid with a reliable contingency plan for maintaining customer service during Five9 outages.

Results:

• Streamlined Operations: The consolidation into a single cloud solution significantly eased the management of telecommunications across Rite Aid’s vast network of stores.
• Consistent Customer Service: The unified IVR system ensured a standardized, high-quality customer experience with each interaction.
• Robust Disaster Recovery: The deployment of Webex CC as a DR backup ensured that customer service remained operational, even during external service disruptions.

Conclusion: Rite Aid’s transition to a unified cloud solution, facilitated by CX Advanced Solutions, effectively addressed their telecommunications challenges and enhanced their disaster recovery capabilities. This case study demonstrates CXAS’ ability to deliver comprehensive and resilient telecommunications solutions tailored to the unique needs of large retail chains, ensuring seamless customer experiences and operational continuity.