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Headquartered on New York City's Fashion Avenue and listed as a division of the Redcats Group, Redcats USA is the third largest multichannel home shopping catalog in the US. The retailer generates over $1.5 billion in sales per year with 12 brands organized into three divisions including misses' fashion, women's and men's plus-size apparel and home lifestyles. Redcats USA mails over half a million catalogs in the United States annually.
The catalog retailer has some of the top catalogs in the women's plus-sized clothing market such as Jessica London, Lane Bryant, and Roaman's. Expanding their growing family of brands, Redcats USA has added a domestic version of its French parent company's PPR most popular clothing catalog, La Redoute, and Brylane’s catalogs for the home. Today, Redcats USA accounts for more than 25% of Redcat Group’s sales.
Redcats USA’s catalog business is not only very healthy but is experiencing rapid growth. As a result, their contact center handles approximately 20 million calls per year, and anticipates continued expansion. To reduce the costs of handling so many customers, Redcats started a search to find a speech vendor that could help it automate its calls, the first of which is order status. Topping its list of requirements was the ability of the speech vendor to fully support the speech application during and after deployment, including the ability to make changes to products and promotions offers quickly.
After an extensive evaluation, Redcats chose Voxify to automate its Order Status calls for its 12 catalog brands. They selected Voxify for its proven expertise in developing, tuning and monitoring mission-critical speech applications for large companies. The Voxify team deployed the Order Status Agent in under 12 weeks, easily meeting the go live deadline.
The Order Status Agent is just the first application in Redcats' strategic plan to differentiate itself from its competitors by offering self service options that meet customer goals quickly and efficiently while simultaneosly reducing costs.
Problem
- Find a cost-effective way to handle rapidly growing calls volumes for their 12 catalogs
- Deliver a high quality customer experience
- Minimal IT resources
Solution
- Voxify Automated Agents
- Order Status Deployed as On-Premise Managed Service
- Interface with UPS, FedEx, DHL, USPS tracking systems
Benefits
- Better customer service
- Reduced costs
- Application is monitored and maintained by Voxify, freeing up IT resources for other projects
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