Play.com, one of the UK’s leading on line retailers, has
just appointed IPC to provide an outsource Bureau Scanning and email handling
service for their customer refunds and replacements forms.
In order to improve customer service,
Play were looking for a provider to meet a tight SLA in terms of the handling
of this critical part of the business, and providing reports as to the
different responses and forms customers return.
Ray Biggs, Head of Customer Experience said ‘ As a highly
customer focussed organisation, we need to process customer claims for
replacement or refunds as quickly as possible, and IPC were able to show that
not only could they provide an improved SLA over the previous performance, but
have already demonstrated their understanding of our business. As we come into
the pre Xmas season having a reliable supplier to cater for this important part
of our processes is key; having checked IPC out, and met them a number of
times, we were delighted to appoint IPC to handle this key data handling
IPC are using a high level of automation, including automatically opening email
traffic, extracting data and comparing it to order information, to speed
through the process of producing the daily reports Play need.
Graham Light (IPC’s founder) commented ‘We were delighted to
be appointed to carry out this project for Play. The requirement for 100%
accuracy in this work is something we pride ourselves on, and we look forward
to working with Play on this and hopefully other projects in the future.’